Customer Success Manager — Retail & Fashion

Job Title: Senior Customer Success Manager

Experience: 7-10 years

Location: New York City Metropolitan Area

Work Model: Hybrid

Travel: Willing to travel

Kochasoft is seeking an experienced Customer Success Manager to own and grow strategic enterprise relationships in the fashion, retail, and consumer goods sector. This is a New York-based, customer-facing role built for someone who is already embedded in the New York retail and fashion market, with the ability to meet customers regularly in person.

The ideal candidate will have a strong understanding of how fashion and retail businesses operate and a working knowledge of SAP and enterprise infrastructure, enabling you to engage credibly with both business and technical stakeholders.

Responsibilities

• Serve as the primary point of contact and trusted advisor for assigned fashion, retail, and consumer goods accounts, owning the overall health, satisfaction, and growth of each relationship
• Builds and maintains strong relationships at all levels with customer stakeholders, including IT Directors, VPs, and C-suite executives, ensuring Kochasoft is seen as a valued long-term partner
• Develop and maintain account plans that align each customer's business and technology objectives to Kochasoft's service capabilities, with a clear view of risks, expansion opportunities, and strategic roadmap priorities
• Meet with customers regularly in person at their New York area offices building the kind of trusted, face-to-face relationships
• Develops and maintains account plans that align customer business objectives to Kochasoft's service capabilities, identifying risks, opportunities, and roadmap priorities
• Lead Executive Business Reviews (EBRs) and Quarterly Business Reviews (QBRs) that demonstrate value realization, address strategic priorities, and strengthen executive relationships
• Act as a trusted advisor on IT strategy, technology direction, and operational improvement, translating Kochasoft's capabilities into outcomes that matter to the customer's business
• Navigates complex, multi-stakeholder customer environments, managing competing priorities, escalating issues effectively, and maintaining confidence at all levels of the customer organization
• Owns renewal and growth strategy across assigned accounts, proactively managing timelines, mitigating churn risk, and ensuring contract continuity
• Partners with Pre-Sales and Delivery to propose and advance upsell and cross-sell opportunities
• Ensures Statements of Work (SOWs) are commercially sound, outcome-aligned, and scope-
• Maintains awareness of account-level financial performance and works with Delivery and Finance to ensure accounts perform to target
• Collaborates with Kochasoft stakeholders to continue to develop and improve Kochasoft's customer success practice
• Applies knowledge of fashion and retail business dynamics to anticipate customer needs and frame Kochasoft's services in terms that resonate with business leaders
• Identify how industry trends such as digital commerce growth, sustainability reporting, ERP modernization, and inventory optimization create opportunities for Kochasoft to support and enable its customers
• Maintain accurate account health reporting and CRM hygiene — ensuring leadership has real-time visibility into portfolio status, risks, and opportunities

Key Performance Indicators (KPIs)

• Net Revenue Retention (NRR) across assigned accounts, including renewals, expansions, and prevention of churn
• Customer satisfaction and executive stakeholder confidence across assigned accounts — measured through EBRs, CSAT, and relationship health assessments
• Upsell and cross-sell pipeline generation and close rate from assigned accounts
• Volume and quality of in-person customer engagements

Qualifications

• 7–10 years in customer success, account management, or engagement management roles within IT services, managed services, or technology consulting — with meaningful experience managing large, complex enterprise accounts
• Strong understanding of the fashion, retail, or consumer goods sector, having worked in, alongside, or in service of these industries, including understanding of seasonality, supply chain and the technology priorities common to retail enterprises
• Working knowledge of SAP solutions and SAP managed services, with the ability to engage in customer conversations about their SAP environment
• Familiarity with IT infrastructure services in hybrid environments, with the ability to speak with IT Infrastructure leadership
• Strong commercial acumen, experience managing renewals, identifying expansion opportunities, working with SOWs, and understanding account-level financial performance
• Hands-on experience managing accounts in an IT services or managed services context where outcomes, SLAs, and delivery performance are central to the customer relationship
• Excellent communication, presentation, and facilitation skills
• Experience working in an environment where SAP and infrastructure services are delivered together or alongside one another
• Based in the New York metropolitan area with the ability to meet customers in person regularly without significant travel
• An existing professional network in the New York retail and fashion technology community would be considered an asset
• Familiarity with retail-specific technology platforms such as Manhattan Associates, Blue Yonder, or retail-focused SAP industry solutions