Customer Success Manager

Xplor Technologies powers everyday experiences through vertical software, embedded payments, and AI-powered capabilities, including the Vermont Systems brand. The Customer Success Manager manages strategic customer relationships, drives product adoption and retention, monitors customer health, and partners across internal teams to deliver business outcomes and long-term account growth.

Responsibilities:

• Manage a portfolio of strategic and enterprise customer accounts, serving as the primary strategic contact throughout the customer lifecycle
• Build trusted relationships with executive and operational stakeholders while developing a deep understanding of each customer's business goals and success measures
• Conduct Quarterly Business Reviews (QBRs), success planning sessions, and regular business reviews
• Monitor customer health, engagement, satisfaction, and product adoption, proactively identifying risks and coordinating action plans to support retention
• Drive adoption of Vermont Systems products, services, and best practices that improve customer outcomes and operational efficiency
• Recommend solutions, training, product capabilities, and service offerings aligned with customer goals
• Partner with Product Management, Support, Professional Services, Sales, and other internal teams to resolve issues, advocate for customer needs, and improve the overall customer experience
• Translate customer feedback into actionable product enhancements and business insights
• Identify opportunities for additional products, services, and training that create customer value, partnering with Sales on renewal and expansion opportunities
• Maintain accurate customer information, activities, and account health within CRM

Requirements:

• • Demonstrated ability to build trusted customer relationships
• • Excellent communication, organizational, and time-management skills
• • Strong problem-solving, active listening, and critical thinking abilities
• • Ability to communicate effectively with technical and non-technical audiences
• • Experience managing multiple customer relationships and competing priorities
• • 3+ years of relevant experience
• • Experience using Salesforce or a comparable CRM
• • Commitment to delivering an exceptional customer experience
• Fully Remote in the United States of America: You can work fully remote in this position, provided you have eligible working rights in the Unites States and do not require sponsorship
• • Experience in Customer Success, Account Management, Client Services, Consulting, or another customer-facing role
• • Experience supporting customer retention, renewals, product adoption, or account growth
• • Experience working with parks and recreation organizations, municipalities, higher education, military organizations, or similar customer environments
• • Bachelor's degree or equivalent professional experience
• • Knowledge of RecTrac, WebTrac, and other Vermont Systems applications