Customer Success Manager

About the Opportunity

The Customer Success Manager serves as the primary post-implementation partner for customers, driving adoption, account health, and long-term advocacy. Reporting to the Customer Success Team Lead, this role translates customer operational and asset data into actionable strategic insights, manages executive relationships, and collaborates across internal teams to ensure client retention and operational success.

Key Responsibilities

• Build long-term customer relationships as the primary point of contact, developing success plans aligned with client goals and platform milestones.
• Conduct regular check-ins and business reviews to assess progress, gather feedback, and deliver tailored operational recommendations.
• Monitor account health, identify retention risks early, and coordinate cross-functional resources to resolve issues.
• Analyze platform usage, work orders, and asset trends to build executive recaps and presentations demonstrating return on investment.
• Master the platform's technology and best practices to provide consultative guidance fitted to client workflows, footprint, and industry needs.
• Partner with Support to resolve issues and reduce recurring tickets, and collaborate with Product to relay prioritized customer requirements.
• Coordinate with Sales to identify renewal readiness and expansion opportunities.
• Collaborate with Implementation, Asset Survey, and Training teams throughout customer onboarding.
• Identify and implement process improvements that increase operational efficiency and customer advocacy.

Required Qualifications

• 3–7 years of experience in a strategic, customer-facing role such as Customer Success Manager, Management Consultant, Strategic Accounts/Partnerships Manager, or multi-location Operations Manager.
• Proven experience managing a dedicated book of business, including facilitating executive-level meetings, multi-threading stakeholders, and leading change management.
• Demonstrated ability to analyze data using spreadsheets (Excel or Google Sheets) and dashboards to communicate business impact.
• Strong project management and organizational skills across multiple simultaneous accounts.
• Clear, effective written and verbal communication skills with the ability to tailor presentations to diverse stakeholder groups.
• Familiarity with CRM and customer success platforms, such as Salesforce, HubSpot, Gainsight, or ChurnZero.
• Strong problem-solving abilities, an adaptable approach under ambiguity, a collaborative teaching style, and an ownership mindset.

Preferred Qualifications

• Familiarity with basic business intelligence tools.
• Experience in B2B technology, restaurant, convenience, retail, facilities management, or field-service environments.

Compensation and Benefits

• Annual base salary of $100,000 - $120,000.
• Benefits include health, dental, vision, and life insurance, flexible spending accounts, retirement benefits with an employer match, tuition reimbursement, paid time off, and paid holidays.

Employment Verification

In compliance with federal regulations, the organization participates in E-Verify to confirm the employment eligibility of all personnel.