Customer Success Manager

IWD is hiring!


The IWD merchandising software (2D, 3D, Field App) and services combine Retail thinking expertise and cutting edge technologies to help brands drive towards retail excellence.

A young, united and cosmopolitan team! Engineers, Project Managers, Sales Representatives, 3D Graphic Designers, Merchandising and Retail Experts... These "Retail Thinkers" are spread over four offices in Paris, New York, Los Angeles, Miami, and Singapore.

More than 300 brands trust IWD such as L’Oréal, Vans, Estée Lauder, Richemont, Coty, LVMH, VF Corporation, Hermès, Shiseido…

Our values: Focus, Agile, Different!

Job Description

Job description

What you will do

As a Customer Success Manager at IWD NY, you handle a portfolio of client projects.
You are involved in every step of the project’s life cycle: gathering needs and analyzing requirements, demonstrating and customizing the tools, training users and providing personalized assistance to our clients.
You are responsible for your project's success, continuity and renewal. You work closely with the US team leader, as well as the local sales team, Studio and development teams in Paris.


Responsibilities and Duties

Clients’ relationship

  • You are in direct contact with East coast clients (mostly from the beauty industry) and accompany them in every step of their project (post-sales): launch, setup, delivery, training and follow-up, of one or both of IWD software.
  • You identify growth and upsell opportunities on your accounts and work hand in hand with your manager to best cultivate them. 
  • You are part of the global IWD support team and responsible for answering users' questions on our products and services.
  • You are responsible for the invoicing of services and renewal of your accounts.

Production management

  • You oversee the planning of your client production (images retouching, texturing and 3D modeling, …), working closely with the STUDIO team to comply with clients’ briefs (prepare briefs, check their work and give them feedback).
  • You handle the setup of the platforms according to client’ s workflow and lead the delivery of IWD tools.
  • You are proactive in improving the existing processes.

Preferred Experience

Preferred experience
What we are looking for

  • An autonomous, motivated, curious and open-minded professional, who enjoys working in a start-up environment within a small team.
  • Excellent interpersonal, verbal and written communication skills.
  • Ability to initiate new ideas and adapt easily.
  • Strong computer skills / Tech Savvy (Office Pack- especially Excel, Photoshop is a plus)
  • Education: Bachelor’s Degree or higher.
  • Professional experience (2-3 years), ideally for a SaaS company or in a similar role.
  • Visual Merchandising experience is a plus, an affinity with the retail industry is essential.
  • Must be fluent in English.

Recruitment Process

Cover Letter + Resume

Additional Information

  • Contract Type: Full-Time
  • Start Date: 01 May 2021
  • Location: New York, United States (NY 10010)
  • Education Level: Bachelor's Degree
  • Experience: > 6 months
  • Possible partial remote