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