{"id":704018,"url":"https://alion.io/job/kwi-sr-customer-success-manager","title":"Sr Customer Success Manager","company":{"id":679000,"name":"KWI","domain":"kwi.com","url":"https://alion.io/company/kwi-2","size_band":"51-200","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Pinpoint","truth_index":null},"role":"Customer Success","role_family":"Customer Success","seniority":"senior","employment_type":"full_time","work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Melville, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":110000,"max":110000,"currency":"USD","period":"year","gross":null,"usd_annual":110000},"salary_estimate":null,"experience_years_min":7,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-09-10T03:29:24Z","employer_posted_date":"2026-10-11","last_verified_at":"2026-11-11T05:05:39Z","board_verified":true,"closed_at":null,"days_open":62,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":62},"description":"The Opportunity\n\nKWI is seeking a results-driven Senior Customer Success Manager (CSM) to manage and grow a portfolio of strategic accounts. This role is responsible for driving measurable customer outcomes, ensuring operational excellence in program execution, and contributing directly to retention and expansion of revenue.\nThe Senior CSM will act as a trusted advisor to customers, aligning KWI’s solutions to their business objectives while maintaining strong Gross Revenue Retention (GRR) and driving Net Revenue Retention (NRR) through expansion opportunities.\nThe Senior CSM will form relationships at the highest levels of our customers (the “Sponsors” and not just the “Users”).\n The Company\n\nWe are a small team with a big vision: to be the premier provider of cloud technology solutions for retailers. KWI offers a complete, unified commerce solution from a single database, specifically designed to help specialty retailers grow their business. Our portfolio of customers includes Pandora, Bluemercury, Tom Ford and many other globally recognizable brands.\n\nWe combine Point of Sale, Merchandising, Order Management, eCommerce, CRM, and Loss Prevention into one cloud-based platform. We are a Values and Mission driven organization, and we believe that if we develop and demonstrate leadership in our strategy, operations, and people, we will continue to drive product innovation and service excellence.\nWho we are\nWe have the stability of a company that has been around for 40+ years and the energy of a startup that is still figuring out how to do things better every day. We move fast, we question the status quo, and we expect everyone on the team to do the same. If you are genuinely curious, have a better-than-average level of common sense, and get excited by solving real problems rather than just doing your job description - KWI is for you. We do not have a lot of bureaucracy and we do not want people who need it. What we do have is a team that shows up, figures things out, and takes pride in the work.\n\n As a Sr Customer Success Manager, you excel at the following\nGRR consistently above 95% \nNRR consistently above 105% \nNPS growth > 5 pts per year \nAble to articulate value to customer vs just being transactional \nClear visibility into account health and proactive churn mitigation \nComfortable forming and maintaining strong relationships with senior clients \nAble to forensically map out customer organization and make plans to get to new people \nMeasurable expansion revenue contribution (quarterly upsell target) \nHigh product adoption and customer advocacy","description_format":"text","description_chars":2591,"description_truncated":false,"requirements":{"experience_years_min":7,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["POS Systems","Retail & Shop Systems"],"lifecycle":[{"event":"open","at":"2026-09-11T03:29:24Z"}],"visa":[],"liveness":{"score":19,"band":"cold","label":"Long shot","p_open":1,"p_active":0.664,"p_room":0.28,"age_days":62,"expected_fill_days":28,"reasons":["conf:0","velocity","win:tail","crowd:"],"computed_at":"2026-11-11T05:49:22Z"},"pay":{"stated_usd_annual":110000,"is_top_pay":false},"html_url":"https://alion.io/job/kwi-sr-customer-success-manager","json_url":"https://alion.io/job/kwi-sr-customer-success-manager.json","meta":{"generated_at":"2026-11-11T06:14:21Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":8762,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-12T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.1,"usd":0.01,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":679000},"rest":"https://alion.io/mcp/rest/get_company?id=679000"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fkwi-sr-customer-success-manager"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":2,"usd":0.2},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fkwi-sr-customer-success-manager"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.1,"usd":0.01},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fkwi-sr-customer-success-manager"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/kwi-sr-customer-success-manager\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fkwi-sr-customer-success-manager"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":704018}},{"tool":"search_jobs","arguments":{"company":"kwi.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":704018},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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