Customer Success Manager

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. 

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 manage a portfolio of customer accounts, guiding new clients through onboarding training and activation, while ensuring ongoing satisfaction, retention, and measurable value realization across your portfolio. 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. 

Responsibilities

•  Manage customer portfolios with a focus on performance, adoption, and expansion across multiple properties. 
• Identify, qualify and surface growth opportunities within your existing account base 
• Assist in onboarding by ensuring successful activation and adoption through scalable onboarding processes 
• Monitor customer performance and adoption using defined KPIs; identify gaps and drive corrective actions when needed  
• Collaborate with Account Executives to expand ARR with high-value or strategic accounts 
• Engage corporate and portfolio-level stakeholders to communicate value and support expansion strategies  
• 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 
• Identify and document expansion opportunities across customer portfolios and partner with Account Executives to drive multi-property rollout strategies  
• 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 
• Leverage CRM and reporting tools to track customer health, expansion opportunities, and portfolio performance  
• Contribute to a culture of customer success through active engagement and problem-solving 
• Identify trends across properties to develop portfolio-level insights and recommendations 
• Develop expansion recommendations based on demonstrated value and operational outcomes 
• Lead value-based discussions to position solutions for portfolio-wide adoption 

Requirements

• Experience managing multi-location or enterprise accounts preferred 
• Experience working with data, performance metrics, or KPI-driven environments preferred 
• 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