Customer Success Manager

Customer Success Manager

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 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