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Customer Success Manager

3 months ago

Melville, United States KWI Full time

Customer Success Manager


The Opportunity


KWI is developing innovative technology solutions to help retailers transform their business. Our Customer Success Managers (CSMs) are responsible for the overall health of our relationships with our retail clients. They focus on developing, nurturing, and advocating for our clients and ensuring they are getting the most usage out of our products. A successful client relationship is one where our clients see the value not only in our products, but in the care and expertise they receive from our internal team.


The Company


We are a small team with a big vision: to be the premier provider of cloud technology solutions for retailers. KWI offers a complete, unified commerce solution from a single database, specifically designed to help specialty retailers grow their business. Our portfolio of customers includes Pandora, David Yurman, Tom Ford and many other globally recognizable brands.


We combine Point of Sale, Merchandising, e-Commerce, CRM, and Loss Prevention into one cloud-based platform. We are a Values and Mission driven organization, and we believe that if we develop and demonstrate leadership in our strategy, operations, and people, we will continue to drive product innovation and service excellence.


As a Customer Success Manager, you excel at the below core competencies


  • Developing and delivering multi-mode communications that convey a clear understanding of the unique needs of different audiences
  • Building strong customer relationships and delivering customer-centric solutions
  • Building partnerships and working collaboratively with others to meet shared objectives


The impact you’ll make


  • Conduct regular ongoing meetings with retail clients to keep a pulse on business challenges and needs and make recommendations to help address those needs.
  • Partner with internal teams to ensure the company is delivering on client commitments.
  • Meet with clients in person on a regular basis. Includes leading the planning and execution of quarterly business reviews (QBRs) for, on-sites in person
  • Ownership of a named account list and responsible for developing strategic account plans for each. Primary team member accountable for client retention.
  • Work with cross functional client stakeholders including IT, Retail Ops, Digital, Finance and others to develop broad reaching relationships.
  • Ensure clients are maximizing KWI’s technology solutions and offerings; recognize gaps and drive usage or recommend solutions.
  • Identify opportunities for growth and expansion within customer base by understanding their business goals and anticipating their future needs.
  • Maintain a detailed understanding of KWI’s products and services; become a subject matter expert in not only our clients’ business but in how our solutions can support them.
  • Maintain a pulse on internal client projects and issues; work with internal Support teams to review customer complaints and concerns and seek to improve all aspects of the customer experience with the company.


What you will bring


  • You have a minimum of 7 years of experience in a client services, customer success, or account management role.
  • Bachelor’s degree or equivalent experience.
  • Your strongest asset is your ability to communicate and build relationships with people.
  • You have outstanding written and verbal communication skills and are comfortable presenting to groups of people and/or internal and executive team members.
  • You are customer obsessed, approaching the customer experience as an ever-improving initiative.
  • You can perform under pressure and meet deadlines while demonstrating enthusiasm towards colleagues and clients.
  • You can anticipate change and proactively adjust priorities and strategies accordingly.
  • You can uphold deep knowledge of KWI’s products and consistently educate clients on KWI’s products; serve as a subject matter expert.
  • Experience in retail or working with retailers is required.
  • Experience within a SaaS organization or working with SaaS technology is preferred, but not required.
  • Technical background is not required, but you’ll need to be comfortable discussing technical topics and understanding the detailed elements and functionality of KWI products.



As a member of the KWI team you will receive


  • Full Medical, Dental and Vision
  • 4 weeks of PTO in your first year
  • Summer Fridays....all year round
  • Tuition Reimbursement
  • Discount from building café
  • 401(K) with a 50% company match (up to 6% of employee contribution)
  • Employee Referral Program
  • (1) Volunteer day each year


Our work space


We understand that our teams need flexibility, which is why we follow a hybrid schedule. Our in-office days are Monday, Tuesday and Thursday, and employees are allowed to work remotely on Wednesdays and Friday.


We are also a collaborative group and believe that getting together in person allows our team to do their best work. Together we enjoy monthly events, bagels every Thursday, a state-of-the-art coffee machine, a full snack pantry and many more surprise and delight moments throughout the year.


Our commitment to you


At KWI, we know that cultivating diversity and fostering an inclusive work environment is critical to our impact and success. We create an environment where no individual is advantaged or disadvantaged because of their background. We offer equal opportunity employment regardless of race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability status, age, marital status, or protected veteran status.


With a commitment to maintaining a bias-free environment in which harassment is prohibited, we respect cultural diversity and comply with the laws of the places in which we operate. We expect our business partners, suppliers, clients, and all our team members to uphold these commitments.