Customer Success Manager

Flooid is an innovative software technology company offering cutting edge retail and hospitality solutions. The Customer Success Manager will support customers from onboarding through to adoption and growth, ensuring they achieve lasting value from Flooid's technology solutions.

Responsibilities:

• Managing multiple customers, serving as the primary operational point of contact, and ensuring a smooth customer journey while using Flooid's software
• Building and maintaining strong relationships with customers to understand their goals and help them achieve measurable outcomes using Flooid's software
• Monitoring customer health metrics and usage data to proactively identify risks and opportunities for engagement or expansion
• Collaborating with cross-functional teams (e.g. Sales, Project, Product, Support) to resolve customer issues and improve the overall customer experience
• Conducting regular check-ins, business reviews, and training sessions to drive continued value and customer satisfaction
• Advocating for customer needs internally and providing feedback to the Product team to help guide feature development and enhancements
• Proactively identifying issues, troubleshooting, and delivering effective solutions

Requirements:

• Experience in a Customer Success, Account Management, Service Delivery, or client-facing role, ideally within a SaaS or tech environment
• Experience managing a portfolio of accounts with varying needs and complexity
• Proven track record of improving customer retention, satisfaction, or account growth
• Experience conducting regular business reviews
• Experience using/implementing a CSM software
• Experience implementing CSM strategies and process
• Strong ability to build trust and long-term relationships with clients
• Excellent verbal and written communication skills for engaging with both technical and non-technical stakeholders
• Ability to manage, onboarding, adoption, and renewal processes with attention to timelines and deliverables, all while valuing customer impact
• Comfortable analyzing usage data and customer metrics to guide strategy and actions
• Strong team player able to work effectively and cross-functionally with Sales, Product, and Support Teams
• US or International travel may occasionally be required, depending on project needs