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About the role
Key responsibilities & impact- Ensure new customers have a seamless onboarding process
- Arrange training sessions to educate customers on software capabilities and best practices
- Build and maintain strong relationships with key stakeholders as the primary point of contact
- Develop and execute customer success plans tailored to each client’s business goals
- Review account health, usage data, and feedback to identify growth and optimization opportunities
- Inspire customers with industry best practices and encourage steady adoption and value realization
- Drive business transformation, workflow optimization, and adoption of digital-first workflows
- Align software adoption and expansion with customer business outcomes and measure delivery of those outcomes
- Monitor customer usage and engagement metrics
- Address barriers to adoption through targeted interventions
- Drive change management and digital transformation enablement
- Help customers integrate Browzwear solutions into core business processes
- Secure renewals and identify upsell opportunities with support from Account Management
- Present value-driven ROI cases demonstrating the platform’s business impact
- Represent the customer internally and provide feedback to Product, Engineering, and Customer Success teams
- Advocate for customer needs in product roadmap priorities
- Resolve customer issues promptly
- Coordinate cross-functional resources to address complex customer challenges
- Measure success through retention, net revenue retention, time to value, adoption, satisfaction, NPS, and expansion revenue
Requirements
What you’ll need- 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 or engagement management in top tier consulting firm
- Demonstrated ability to drive customer retention by proactively managing account health, adoption, and satisfaction to support successful renewals and expansions
- Ability to translate technology into business value and ROI-driven narratives
- 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)
- Comfort working across global, cross-functional teams in a fast-paced environment
- Fluency in spoken & written English is mandatory; additional languages are welcome
Benefits
Comp & perks- No benefits, perks, or compensation extras are specified in the posting