Customer Success Manager

Flooid is an innovative software technology company offering cutting-edge retail and hospitality solutions. The Customer Success Manager (CSM) is responsible for helping Flooid customers achieve lasting value from retail technology solutions by acting as a strategic partner and ensuring customer satisfaction and retention.

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