Customer Success Manager

Customer Success Manager365 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.As a member of the Customer Success Team, your role will focus on delivering above and beyond service and value to our 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 identify opportunities for portfolio expansion and growth.ResponsibilitiesManage customer portfolios with a focus on performance, adoption, and expansion across multiple properties.Identify, qualify and surface growth opportunities within your existing account baseAssist in onboarding by ensuring successful activation and adoption through scalable onboarding processesMonitor customer performance and adoption using defined KPIs; identify gaps and drive corrective actions when neededCollaborate with Account Executives to expand ARR with high-value or strategic accountsEngage corporate and portfolio-level stakeholders to communicate value and support expansion strategiesServe as a customer advocate internally and foster collaboration between customers and other Impulsify teamsMonitor and track renewal dates; follow up to ensure continued partnershipIdentify and document expansion opportunities across customer portfolios and partner with Account Executives to drive multi-property rollout strategiesRespond to client inquiries, documenting interactions in CRM systems accuratelyRecommend process improvements and identify potential product or service enhancements based on customer feedbackStay current on all product offerings and support resources to confidently assist clientsMaintain consistency and quality by adhering to internal processes and checklistsLeverage CRM and reporting tools to track customer health, expansion opportunities, and portfolio performanceContribute to a culture of customer success through active engagement and problem-solvingIdentify trends across properties to develop portfolio-level insights and recommendationsDevelop expansion recommendations based on demonstrated value and operational outcomesLead value-based discussions to position solutions for portfolio-wide adoptionRequirementsExperience managing multi-location or enterprise accounts preferredExperience working with data, performance metrics, or KPI-driven environments preferredBachelor's degree preferredPrevious experience in SaaS, customer success, or client-facing roles requiredProficiency with CRM systems and Microsoft Office SuiteStrong verbal and written communication skillsExceptional organizational, time management, and multitasking abilitiesAnalytical and detail-oriented with strong troubleshooting capabilitiesComfortable working both independently and as part of a teamProven ability to thrive in fast-paced, evolving environmentsCustomer-focused mindset with a genuine passion for helping others succeedExperience with reporting and analyzing customer success metrics is a plus