Customer Success Manager

We're looking for a motivated and people-focused Customer Success Manager to support a portfolio of single-location and small multi-location SMB accounts. In this role, you'll help customers get real results from our software, build lasting partnerships, and play a key role in keeping and growing those relationships over time.

• This is a hybrid position, working Monday-Wednesday in office, Thursday/Friday are optional work from home days.
• Reports to: Manager of Customer Success

What You Will Own

• Customer Success: Be a dedicated partner for your accounts, helping them solve challenges, reach goals, and get maximum value from our software.
• Retention: Take the lead on keeping customers engaged and successful, working proactively to reduce churn and strengthen loyalty.
• Upsells & Growth: Spot and nurture growth opportunities by building on trusted relationships, sparking interest in new offerings, and connecting customers with solutions that add real value.
• Strategic Guidance: Become a trusted partner to your customers, helping them link their business goals to practical outcomes with our software.
• Ongoing Training: Provide ongoing education when new features launch, making sure customers are confident and getting the most value from our tools.
• Engagement: Conduct regular business reviews that spotlight customer wins, reinforce outcomes, and create space to explore what's next.
• Collaboration: Partner with Sales, Support, Product, and Onboarding teams to share feedback, solve challenges, and represent the customer's voice.
• Problem Resolution: Handle escalations quickly and thoughtfully, maintaining customer trust and strengthening the relationship.
• Advocacy: Partner with happy customers to capture success stories, gather testimonials, and encourage positive reviews that highlight the value of our solutions.

What You Will Need to Accomplish the Job

• 2+ years of experience in customer success,