Customer Success Manager

Apex Order Pickup Solutions is looking for a Customer Success Manager to join their team at their global headquarters in Mason, Ohio. This role is critical in setting up new business opportunities and driving revenue growth by ensuring customers achieve success with Apex solutions while advocating for continuous improvement across internal teams.

Responsibilities:

• Customer Engagement & Relationship Management
• Serve as a trusted advisor for strategic customers, providing proactive consulting and support
• Maintain a regular cadence of business reviews and on-site visits to understand customer goals, monitor solution performance, and drive adoption
• Act as the primary point of contact for assigned customers, ensuring smooth navigation within Apex’s organization
• Identify 'at-risk' customers through feedback and data analysis, working proactively to improve retention and satisfaction
• Customer Advocacy & Feedback Loop
• Gather and analyze customer insights to advocate for product enhancements and process improvements
• Collaborate with Apex’s product, sales, and support teams to ensure customer feedback translates into meaningful solutions
• Monitor the overall customer experience delivered by Apex and recommend enhancements for continuous improvement
• Training & Adoption
• Develop and deliver tailored training sessions and technical documentation to help customers integrate Apex solutions effectively
• Identify best practices for utilizing Apex’s technology and ensure customers implement them successfully
• Contribute to a CSM playbook of proven strategies and methodologies to drive long-term success

Requirements:

• Bachelor's degree
• 3-10 years of experience in a Customer Success or Account Management role, preferably within a SaaS environment
• Proven ability to engage with stakeholders at all levels of an organization
• Strong analytical mindset with experience using data insights to drive customer engagement and retention
• Technical aptitude and ability to learn and explain software-based solutions
• Exceptional written and verbal communication skills
• Ability to work in dynamic environments, including busy restaurant, retail, and corporate settings
• Willingness to travel up to 40% nationwide and occasionally internationally
• Ability to lift up to 25 lbs. occasionally as part of on-site solution assessments