Customer Success Manager

Role Overview

The Customer Success Manager (CSM) helps Flooid customers achieve lasting value from the company’s retail technology solutions. You’ll partner with retailers globally, supporting customers from onboarding and rollout through adoption, optimization, and growth.

Responsibilities

• Manage multiple customers as the primary operational point of contact and ensure a smooth customer journey
• Build and maintain trusted relationships to understand customer goals and drive measurable outcomes using Flooid software
• Monitor customer health metrics and usage data to proactively identify risks and opportunities
• Collaborate with cross-functional teams (Sales, Project, Product, Support) to resolve issues and improve customer experience
• Run regular check-ins, business reviews, and training sessions to drive ongoing value and satisfaction
• Advocate for customer needs internally and provide feedback to the Product team to guide feature development
• Proactively identify issues, troubleshoot, and deliver effective solutions

Requirements

• Experience in Customer Success, Account Management, Service Delivery, or another client-facing role (ideally in SaaS/tech)
• Proven ability to manage a portfolio of accounts with varying needs and complexity
• Track record of improving retention, satisfaction, or account growth
• Experience conducting regular business reviews
• Experience using/implementing CSM software and CSM strategies/processes
• Strong relationship-building, communication, and stakeholder engagement skills
• Ability to manage onboarding, adoption, and renewal processes with attention to timelines and deliverables
• Comfort analyzing usage data and customer metrics to guide strategy and actions
• Ability to work effectively cross-functionally with Sales, Product, and Support
• US or international travel may be required occasionally

Benefits / Work Setup

• Full-time role with a flexible work environment
• Remote or in-office/hybrid (primary office in Cincinnati, Ohio)
• Must be based in the Eastern or Central Time Zones