Customer Success Manager

Browzwear; Remote; GBP 80,000 - 100,000; Full time

Job summary

A leading fashion technology company is looking for a Customer Success Manager to maximize customer value from their cutting-edge 3D fashion design software. Responsibilities include ensuring effective onboarding, driving customer engagement, and managing renewals while collaborating with sales. The ideal candidate will have a Bachelor's degree and over 5 years of SaaS experience, particularly in the fashion industry. Strong interpersonal and analytical skills are crucial for success in this role.

Qualifications

• 5+ years in Customer Success, Account Management, or related role in SaaS.
• Experience in the fashion or apparel industry is highly desirable.
• Excellent interpersonal, communication, and negotiation skills.

Responsibilities

• Ensure new customers have a seamless onboarding process.
• Build and maintain strong relationships with key stakeholders.
• Monitor customer usage and engagement metrics.
• Collaborate with Sales to secure renewals and identify upsell opportunities.
• Resolve customer issues promptly.

Skills

Customer Success

Relationship Management

Problem-solving

Data Analysis

Education

Bachelor’s degree in Business, Fashion Design, Engineering, or related field

Master’s degree preferred

Tools

CRM tools

Analytics platforms

Browzwear’s suite of products

Job description

At Browzwear, we’re transforming the fashion industry with cutting-edge AI and digital twin technology. Our platform empowers the world’s leading brands to bring products to market faster, smarter, and more sustainably.

The Customer Success Manager (CSM) is responsible for ensuring Browzwear customers derive maximum value from their investment in our 3D fashion design software. The CSM will focus on driving customer adoption, engagement, retention, and expansion, ensuring that customers achieve their desired business outcomes. The ideal candidate has a strong understanding of SaaS products in the fashion or apparel industry, and excels in relationship management and problem-solving.

Customer Onboarding and Enablement

• Ensure new customers have a seamless onboarding process.
• Arrange training sessions to educate customers on software capabilities and best practices.

Account Management

• Build and maintain strong relationships with key stakeholders, acting as the primary point of contact.
• Develop and execute customer success plans tailored to each client’s business goals.
• Regularly review account health, usage data, and feedback to identify growth and optimization opportunities.

Adoption and Engagement

• Monitor customer usage and engagement metrics to ensure effective adoption of Browzwear solutions.
• Proactively address barriers to adoption through targeted interventions.

Renewals and Expansion

• Collaborate with Sales and Account Management to secure renewals and identify upsell opportunities.
• Present value-driven ROI cases to demonstrate the impact of Browzwear’s platform on the customer’s business outcomes.

Customer Advocacy

• Serve as the voice of the customer within Browzwear by providing feedback to Product, Engineering, and Customer Success teams.
• Advocate for customer needs in shaping product roadmap priorities.

Issue Resolution and Support Coordination

• Resolve customer issues promptly.
• Coordinate cross-functional resources to address complex customer challenges.

Who You Are

• Bachelor’s degree in Business, Fashion Design, Engineering, or a related field; Master’s preferred.
• 5+ years in Customer Success, Account Management, or a related role in SaaS.
• Experience in the fashion or apparel industry is highly desirable.
• Excellent interpersonal, communication, and negotiation skills.
• Analytical mindset with the ability to interpret data and drive action.
• Proficient in using CRM tools, analytics platforms, and Browzwear’s suite of products (preferred).

KPIs for Success

• Customer retention and Net Revenue Retention (NRR).
• Time to Value (TTV) for new customer implementations.
• Product adoption and feature utilization rates.
• Customer satisfaction and Net Promoter Score (NPS).
• Expansion revenue through upsells and cross-sells.

This position can be hired in Poland or Portugal.

This position aligns closely with Browzwear’s goal of empowering customers to innovate faster, collaborate seamlessly, and achieve sustainable growth in the fashion industry.