Customer Success Manager

Job Type

Full-time

Description

365 Retail Markets is the most trusted global provider of unattended retail technology, delivering conveniently smart self-service solutions since 2008. The company's all-in-one platform powers retail spaces across food service, global retail, and hospitality with a comprehensive suite of frictionless smart stores, micro markets, vending, catering, and dining point-of-sale options. These technologies can be found worldwide in corporate offices, manufacturing and distribution facilities, educational campuses, hotels, and beyond.

As a nine-time honoree on the Inc. 5000 list of fastest-growing companies in the United States, and with a continually expanding global presence, 365 Retail Markets is committed to growth, innovation, and providing superior, integrated technology that meets the evolving needs of its customers and consumers.

This position is located within the Implementation department of 365 Retail Markets, and reports to the Manager of Customer Success. As a member of the Customer Success Team, your role will focus on delivering above and beyond service and value to our Impulsify clients. You will manage a portfolio of customer accounts, guiding new clients through onboarding training while ensuring ongoing satisfaction, retention, and growth across your book of business.

You will become a subject matter expert on our products and services, positioning yourself as a trusted advisor to your customers. In this role, you will collaborate cross-functionally with various teams at Impulsify and 365 Retail Markets to advocate for client needs, support product adoption, and drive business expansion.

Responsibilities

• Build and maintain strong relationships with customers to drive satisfaction and retention
• Identify and pursue growth opportunities within your existing account base
• Assist in onboarding and training new clients, ensuring they're set up for long-term success
• Proactively manage active accounts through case management, ongoing support, and supplemental training
• Support larger account managers as needed and assist with high-value or strategic accounts
• Occasionally visit client sites to strengthen relationships and encourage renewals
• Serve as a customer advocate internally and foster collaboration between customers and other Impulsify teams
• Monitor and track renewal dates; follow up to ensure continued partnership
• Promote upsell and cross-sell opportunities to maximize customer value
• Respond to client inquiries, documenting interactions in CRM systems accurately
• Recommend process improvements and identify potential product or service enhancements based on customer feedback
• Stay current on all product offerings and support resources to confidently assist clients
• Maintain consistency and quality by adhering to internal processes and checklists
• Contribute to a culture of customer success through active engagement and problem-solving

• Bachelor's degree preferred
• Previous experience in SaaS, customer success, or client-facing roles required
• Proficiency with CRM systems and Microsoft Office Suite
• Strong verbal and written communication skills
• Exceptional organizational, time management, and multitasking abilities
• Analytical and detail-oriented with strong troubleshooting capabilities
• Comfortable working both independently and as part of a team
• Proven ability to thrive in fast-paced, evolving environments
• Customer-focused mindset with a genuine passion for helping others succeed
• Experience with reporting and analyzing customer success metrics is a plus
• Ability to work hybrid scheduling

• Enjoy working directly with customers and helping them succeed
• Are energized by solving problems and delivering value
• Feel comfortable juggling multiple priorities with efficiency and poise
• Thrive in collaborative, growth-minded environments