Customer Success Manager

Customer Success Manager (AL, Oxford)

The Customer Success Manager (CSM) is responsible for building strong client partnerships and ensuring every customer experience exceptional service, engagement, and value. Acting as the face of Five Star across all business lines — Markets, Vending, Dining, and Refreshment Services — this role focuses on client retention, satisfaction, and organic growth through proactive relationship management and solution-driven collaboration with operational teams.

What Five Star Has to Offer:

• Paid vacation, paid holidays, paid sick days.
• 401(k) retirement savings plan with company match.
• Comprehensive medical, dental, and vision insurance plans (individual and family coverage).
• Voluntary FSA, life insurance, and short/long-term disability options.
• Opportunity to support our 501(c)3 charity, Feeding the Future, Inc., which provides over 500,000 meals annually to children in need.
• Opportunities for advancement.
• Quarterly Incentive Bonus based on retention and growth.
• Vehicle program with insurance and maintenance reimbursement and weekly stipend.

Key Responsibilities:

• Develop and maintain long-term customer relationships through consistent communication and on-site visits.
• Serve as the primary point of contact for all client needs and ensure issues are resolved quickly and professionally.
• Partner with operations and regional leadership teams to ensure customer satisfaction, performance excellence, and service consistency.
• Identify opportunities to expand relationships by introducing additional Five Star services and solutions.
• Support sales and retention goals by assisting with new account development, same-store growth, and profitability initiatives.
• Conduct regular client site visits to ensure company standards and contractual commitments are met.
• Document all client interactions, feedback, and action items accurately and share updates with division management.
• Represent Five Star at conferences, meetings, and events as needed, including occasional overnight travel.
• Promote and uphold Five Star's values — Discipline, Leadership, Integrity, and Community — in every customer interaction.

Required Qualifications:

• Bachelor's degree in business, marketing, or a related field and two years of experience in customer success, account management, or sales, ideally within a service-oriented industry; or equivalent combination of education and experience.
• Strong interpersonal, communication, and problem-solving skills with the ability to present to groups and leadership.
• Proficiency in Microsoft Office Suite (Excel, Word, PowerPoint, Outlook).
• Willingness to travel regionally and stay overnight as required.
• Valid driver's license and clean driving record.
• Must be able to consent to a drug screen and pre-employment background check.

Equal opportunity employer as to all protected groups, including protected veterans and individuals with disabilities.