Client Success Manager

Overview

Stylitics is the leading visual outfitting and styling solution for the world’s top retailers and brands. Our clients include Nike, Macy’s, Revolve, Puma, Crate & Barrel, Bloomingdale’s, and dozens of others. Founded in 2011, Stylitics uses algorithms, trend data, and stylist expertise to deliver millions of on-brand outfit recommendations daily across channels such as e-commerce, email, advertising, stores, and social media.

About 100 million shoppers use Stylitics content and technology on retail sites each month to find inspiration, discover new products and brands, and gain confidence in how to style their purchases.

About the Role

As a Client Success Manager (CSM), you will own the health, retention, renewal, and growth of your assigned accounts, acting as a trusted advisor to client stakeholders. You’ll build long-term partnerships by deeply understanding your clients’ goals, delivering measurable value, and proactively driving adoption, expansion, and success by coordinating with internal teams across Sales, Client Operations, Styling, Product, Engineering, Analytics, and Marketing to deliver solutions.

Beyond managing accounts, you’ll contribute to scaling best practices, mentoring peers, and continuously raising the bar for the Client Success team. This role is strategic and hands-on: you’ll balance day-to-day problem-solving and client advocacy with long-term planning and business impact. Success in this role will be measured by client retention, account growth, and demonstrated ROI on Stylitics’ solutions.

• Strategic Ownership:
  Manage a portfolio of 10–15 accounts, developing strategic success plans that align client objectives with Stylitics’ solutions.
• Client Advocacy:
  Serve as the primary point of contact for clients, fostering trusted relationships with executives and stakeholders, while surfacing feedback internally to enhance our products and services.
• Retention, Renewal & Growth:
  Monitor account health, anticipate churn risks, and proactively implement retention strategies; own renewal activities and identify and convert expansion opportunities in partnership with Sales and internal teams.
• Value Realization:
  Continuously demonstrate ROI by providing data-driven insights, monthly performance reports, and executing client business reviews to reinforce value, opportunities, and areas of focus.
• Driving Results:
  Consistently achieve strong results on gross reoccurring revenue (GRR), net revenue (NRR), and client satisfaction (NPS/CSAT) as key measures of success.
• Collaboration & Leadership:
  Partner with internal teams (Sales, Product, Engineering, Styling, Analytics, Operations) to deliver on client goals and support company-wide initiatives.
• Operational Excellence:
  Maintain accurate account documentation and information to benefit current and future team members.
• Continuous Improvement:
  Build knowledge and competencies that drive client success, support peer CSMs through best practice sharing, mentoring, and in-the-moment coaching; contribute to evolving client success frameworks, processes, and tools to scale best practices across the team.

• Bachelor’s Degree from an accredited college or university in Fashion Merchandising, Business Management, Marketing, Communications, or related fields
• 3+ years of account or project management experience within the B2B SaaS/E-commerce industry
• Experience in creating Customer Success Plans and building strategic roadmaps with customer stakeholders to achieve business objectives
• Experience with retail, merchandising, e-commerce industries is a strong plus
• Experience with tracking and measuring key business metrics (CARR, NRR, GRR)
• Confident communication (written and oral) skills and a demonstrated ability to work collaboratively with all levels of internal and external organizations
• Strong problem-solving, attention to detail, organizational, and time management skills, along with demonstrated strategic thinking abilities

• Experience with process improvements and scaling processes to generate team efficiencies
• Proficiency working with CRM software (e.g., Gainsight, Salesforce) and…