The Opportunity

KWI is seeking a results-driven Senior Customer Success Manager (CSM) to manage and grow a portfolio of strategic accounts. This role is responsible for driving measurable customer outcomes, ensuring operational excellence in program execution, and contributing directly to retention and expansion of revenue.

The Senior CSM will act as a trusted advisor to customers, aligning KWI’s solutions to their business objectives while maintaining strong Gross Revenue Retention (GRR) and driving Net Revenue Retention (NRR) through expansion opportunities.

The Senior CSM will form relationships at the highest levels of our customers (the “Sponsors” and not just the “Users”).

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, Bluemercury, Tom Ford and many other globally recognizable brands.

We combine Point of Sale, Merchandising, Order Management, eCommerce, 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.

Who we are

We have the stability of a company that has been around for 40+ years and the energy of a startup that is still figuring out how to do things better every day. We move fast, we question the status quo, and we expect everyone on the team to do the same. If you are genuinely curious, have a better-than-average level of common sense, and get excited by solving real problems rather than just doing your job description — KWI is for you. We do not have a lot of bureaucracy and we do not want people who need it. What we do have is a team that shows up, figures things out, and takes pride in the work.

AI at KWI

We are serious about AI. Not as a buzzword, but as a real part of how we work. We expect every member of our team to actively use AI tools to work smarter, move faster, and do more with less. We are not looking for someone who has heard of AI. We are looking for someone who can walk us through how they use it day to day: in their current role, in how they organize their work, and in how they solve problems. Curiosity and a willingness to experiment are non-negotiable.

As a Sr Customer Success Manager, you excel at the following

GRR consistently above 95%
NRR consistently above 105%
NPS growth > 5 pts per year
Able to articulate value to customer vs just being transactional
Clear visibility into account health and proactive churn mitigation
Comfortable forming and maintaining strong relationships with senior clients
Able to forensically map out customer organization and make plans to get to new people
Measurable expansion revenue contribution (quarterly upsell target)
High product adoption and customer advocacy

Customer Retention & Health

Own and maintain Gross Revenue Retention (GRR) of greater than 95% within assigned accounts.
Ensure the Customer Success program is fully executed with precision, including onboarding oversight, lifecycle engagement, and structured success planning.
Continuously monitor account health scores, usage trends, risk signals, and churn indicators, taking proactive action to mitigate risk.
Build and maintain executive-level relationships to reinforce value realization and long-term partnership.

Revenue Growth & Expansion

Operate as a revenue-focused CSM, identifying and driving upsell and cross-sell opportunities that contribute to strongNet Revenue Retention (NRR).
Partner closely with CRO & VP Customer Experience on renewal strategy and expansion planning.
Lead value-based Executive Business Reviews (EBRs) that clearly articulate ROI and growth opportunities.

Program Execution & Operational Excellence

Execute the Customer Success playbook consistently and with discipline across all assigned accounts.
Drive product adoption and measurable customer outcomes aligned to agreed success metrics.

Cross-Functional Collaboration

Work effectively cross-functionally with Sales, Product, Support, Professional Services, and Finance to ensure seamless customer experiences.
Act as the voice of the customer internally, sharing feedback that influences product enhancements and service improvements.
Escalate and manage complex customer issues with urgency and ownership.

7+ years of experience in Customer Success, Account Management, or related roles within a SaaS technology company.
Retail/RetailTech experience is a huge plus but not required.
Demonstrated success maintaining GRR >95% and contributing to strong NRR through expansion revenue.
Experience managing enterprise or mid-market accounts in a complex technology environment.
Strong analytical mindset with the ability to interpret data and identify churn risk.
Executive-level communication skills and ability to influence senior stakeholders.
Proven ability to work collaboratively across multiple internal teams.

KWI

Senior Customer Success Manager

About the Job

Requirements

Responsibilities

Desired Qualifications

About the Company

KWI

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