IWD IS A SAAS COMPANY THAT HELPS BRANDS MANAGE THEIR MERCHANDISING CYCLE.
We provide collaborative solutions for brands to efficiently and instantly execute their in-store merchandising operations, improve the customer experience, and considerably increase sales.
Our software empower brands to achieve consistency in all point of sale and boost the performance of their merchandising strategies.
*The Role
*We’re seeking an experienced Customer Success Manager to take over a high-impact portfolio of clients across the fashion, beauty, and retail industries. You will be the primary point of contact for strategic accounts, ensuring adoption, retention, and growth across our suite of software solutions.
You’ll work cross-functionally with our Studio, Product & Devs, and Sales & Marketing teams to deliver an exceptional client experience and uncover opportunities to deliver even more value.
Key Responsibilities
Own and manage a portfolio of key clients, including fashion and beauty brands
Build trusted relationships with stakeholders to drive adoption, retention and satisfaction
Lead onboarding, training, and implementation of our SaaS platform
Monitor usage metrics, anticipate risks, and proactively propose solutions
Work closely with internal teams to coordinate the delivery of client projects
Guide clients through product enhancements and best practices in retail execution
Identify and support upsell opportunities
Maintain detailed client records using CRM and internal reporting tools
3–5 years of experience in Customer Success, Account Management, or Client Services in a SaaS or tech-enabled services company
Strong understanding of retail operations; direct experience working with or for fashion, beauty, or consumer brands
Experience working with visual merchandising or planogram software is a plus
Proven ability to manage multiple complex client relationships simultaneously
Comfortable working with cross-functional teams in a fast-paced environment
Exceptional communication, organization, and relationship-building skills
Proficiency in tools like Airtable, Asana, and customer Relation platforms (HubSpot)
Proficiency in Microsoft Suite / Google Suite
Salary based on the skills evaluation and experience + Bonus scheme
1st Stage : HR interview to understands your skills and motivation for the role to offer you also some hindsights about the company activities and policies.
2nd Stage : Management & Technical skills validation interview with the team leader CSM and local Director
