Client Success Manager

About Stylitics

Stylitics is a retail AI platform powering real‑world, repeatable success for dozens of enterprise retailers. More than 100 million shoppers each month engage with our AI‑driven outfitting, product discovery, and personalization experiences across e‑commerce, apps, email, and stores. What sets us apart isn’t just what our AI can generate but the 10+ years of retail data, workflows, tools, experts, and QA systems behind it.

These are the mission‑critical components required to deliver safe, brand‑right, production‑ready AI ailers trust Stylitics to elevate customer experience, drive revenue, and bring proven AI use cases to life.

As a Client Success Manager (CSM), you will own the health, retention, renewal, and growth of your assigned accounts, acting as a trusted advisor to client stakeholders. You’ll build long‑term partnerships by deeply understanding your clients’ goals, delivering measurable value, and proactively driving adoption, expansion, and success by coordinating with internal teams across Sales, Client Operations, Styling, Product, Engineering, Analytics, and Marketing to deliver solutions.

Beyond managing accounts, you’ll contribute to scaling best practices, mentoring peers, and continuously raising the bar for the Client Success team. This role is strategic and hands‑on: you’ll balance day‑to‑day problem‑solving and client advocacy with long‑term planning and business impact. Success in this role will be measured by client retention, account growth, and demonstrated ROI on Stylitics’ solutions.

• Strategic Ownership:
  Manage a portfolio of 10–15 accounts, developing strategic success plans that align client objectives with Stylitics’ solutions.
• Client Advocacy:
  Serve as the primary point of contact for clients, fostering trusted relationships with executives and stakeholders, while surfacing feedback internally to enhance our products and services.
• Retention, Renewal & Growth:
  Monitor account health, anticipate churn risks, and proactively implement retention strategies; own renewal activities and identify and convert expansion opportunities in partnership with Sales and internal teams.
• Value Realization:
  Continuously demonstrate ROI by providing data‑driven insights, monthly performance reports, and executing client business reviews to reinforce value, opportunities, and areas of focus.
• Driving Results:
  Consistently achieve strong results on GRR, NRR, and client satisfaction (NPS/CSAT) as key measures of success.
• Collaboration & Leadership:
  Partner with internal teams (Sales, Product, Engineering, Styling, Analytics, Operations) to deliver on client goals and support company‑wide initiatives.
• Operational Excellence:
  Maintain accurate account documentation and information to benefit current and future team members.
• Continuous Improvement:
  Continuously build the knowledge and competencies that drive client success, while supporting peer CSMs through best practice sharing, mentoring, and in‑the‑moment coaching; contribute to evolving client success frameworks, processes, and tools to scale best practices across the team.

• Bachelor’s Degree from an accredited college or university in Fashion Merchandising, Business Management, Marketing, Communications, or other related fields
• 3+ years of account or project management experience within the B2B SaaS/E‑commerce industry
• Experience in creating Customer Success Plans and building strategic roadmaps with customer stakeholders to achieve business objectives
• Experience with retail, merchandising, e‑commerce industries is a strong plus
• Experience with tracking and measuring key business metrics (CARR, NRR, GRR)
• Confident communication (written and oral) skills and a demonstrated ability to work collaboratively with all levels of internal and external organizations
• Strong problem‑solving, attention to detail, organizational, and time management skills, along with demonstrated strategic thinking abilities

• Experience with process improvements and scaling processes to generate team efficiencies
• Proficiency working with CRM software (e.g. Gainsight, Salesforce,…