Customer Success Manager

Floret is a finance and trade software platform for CPG brands. The Customer Success Manager guides clients through the post-sale lifecycle, helping them adopt the platform, achieve their goals, and get value from its tools. The role also provides strategic insights on deductions and trade spend, gathers product feedback, and partners cross-functionally to improve the customer experience.

Responsibilities:

• Develop and manage a portfolio of client accounts while serving as the main point of contact
• Build lasting partnerships with cross-functional operators across sales, finance, and operations
• Lead onboarding and ensure successful adoption of software via product training
• Monitor usage, minimize churn, identify upsell/cross-sell opportunities, and drive renewals
• Conduct Quarterly Business Reviews and health checks to review progress and strategy
• Help customers understand deductions, disputes, and trade spend performance
• Identify patterns in deductions and surface actionable insights
• Share learnings and industry insights that enable customers to operate more effectively
• Act as a client advocate internally, gathering feedback to improve products and services
• Address customer requests in a timely manner
• Partner with Head of Product to address customer feedback and improve tooling & reporting
• Help shape what “great” customer success looks like at Floret

Requirements:

• Experience in customer success, account management, or client services in CPG
• Strong analytical instincts and ease with managing AI tools: you can interpret data and explain it
• Intermediate to advanced Microsoft Excel and PowerPoint skills
• High ownership mentality: you close loops instead of forwarding problems
• Self-motivated and able to work independently without supervision
• Direct experience with deductions, chargebacks, trade spend, or distributor relationships
• Familiarity with CPG data tools (SPINS, IRI, distributor portals)
• Familiarity with CRM systems such as Salesforce and Hubspot
• Familiarity with accounting ERPs such as QuickBooks Online and NetSuite