About Appriss Retail Appriss Retail is the total retail loss solution for omnichannel, unifying high-quality data across stores, online, and customer ser-vice to reduce returns, cut shrink, and manage incidents. Backed by Insight.
About the role
The VP of Customer Success will lead the Director of Customer Success and the full CSM organization, overseeing relationships across a portfolio of enterprise retail clients. These are strategic, deeply embedded accounts requiring executive-level engagement, multi-stakeholder relationship management, and a consistent focus on demonstrating and communicating measurable value at every stage of the customer journey.
What they're looking for
- Leadership and development of the Director of Customer Success and the full CSM organization
- Portfolio-level gross revenue retention (GRR) and net revenue retention (NRR)
- Commercial accountability: this is a revenue-generating CS function — the VP owns renewal execution strategy and directly supports expansion efforts in close partnership with Sales leaders
- Executive sponsorship of the company’s most complex, high-value accounts — multi-banner, multi-region, multi-stakeholder retail relationships
- Customer journey oversight — ensuring a consistent, high-quality experience from onboarding through renewal, with structured approaches to communicating and demonstrating value at each stage
- CS playbooks: strategic account engagement, risk identification and management, escalation protocols, and expansion motions
More about this role
Overview
Appriss Retail is seeking a VP of Customer Success to lead an established, high-performing CS organization and drive continued customer retention, growth, and advocacy across a complex enterprise retail portfolio. This is a senior leadership role with full accountability for the customer lifecycle — from implementation handoff through renewal — built on a foundation of experienced, tenured CSMs who are deeply embedded in their accounts and consistently deliver strong customer outcomes.
The VP of Customer Success will lead the Director of Customer Success and the full CSM organization, overseeing relationships across a portfolio of enterprise retail clients. These are strategic, deeply embedded accounts requiring executive-level engagement, multi-stakeholder relationship management, and a consistent focus on demonstrating and communicating measurable value at every stage of the customer journey.
This role reports directly to the Chief Customer Officer and partners closely with Sales, Product, and Marketing to ensure alignment across retention strategy, customer advocacy, and go-to-market execution.
Essential Duties
- Leadership and development of the Director of Customer...
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