Customer Success Manager

About the role

As a member of the Customer Success Team at 365 Retail Markets, you will focus on delivering exceptional service and value to our clients. You will manage a portfolio of customer accounts, guiding new clients through onboarding training and activation while ensuring ongoing satisfaction, retention, and measurable value realization. This role involves becoming a subject-matter expert on our products and services, positioning yourself as a trusted advisor to customers, and collaborating cross-functionally to advocate for client needs, support product adoption, and identify growth opportunities.

Responsibilities

• Manage customer portfolios with a focus on performance, adoption, and expansion across multiple properties.
• Identify, qualify, and surface growth opportunities within your existing account base.
• Assist in onboarding by ensuring successful activation and adoption through scalable processes.
• Monitor customer performance and adoption using defined KPIs; identify gaps and drive corrective actions when needed.
• Collaborate with Account Executives to expand Annual Recurring Revenue (ARR) with high-value or strategic accounts.
• Engage corporate and portfolio-level stakeholders to communicate value and support expansion strategies.
• Serve as a customer advocate internally and foster collaboration between customers and other Impulsify teams.
• Monitor and track renewal dates; follow up to ensure continued partnership.
• Identify and document expansion opportunities across customer portfolios and partner with Account Executives to drive multi-property rollout strategies.
• Respond to client inquiries, documenting interactions in CRM systems accurately.
• Recommend process improvements and identify potential product or service enhancements based on customer feedback.
• Stay current on all product offerings and support resources to confidently assist clients.
• Maintain consistency and quality by adhering to internal processes and checklists.
• Leverage CRM and reporting tools to track customer health, expansion opportunities, and portfolio performance.
• Contribute to a culture of customer success through active engagement and problem-solving.
• Identify trends across properties to develop portfolio-level insights and recommendations.
• Develop expansion recommendations based on demonstrated value and operational outcomes.
• Lead value-based discussions to position solutions for portfolio-wide adoption.

Requirements

• Experience managing multi-location or enterprise accounts preferred.
• Experience working with data, performance metrics, or KPI-driven environments preferred.
• Bachelor’s degree preferred.
• Previous experience in SaaS, customer success, or client-facing roles required.
• Proficiency with CRM systems and Microsoft Office Suite.
• Strong verbal and written communication skills.
• Exceptional organizational, time management, and multitasking abilities.
• Analytical and detail-oriented with strong troubleshooting capabilities.
• Comfortable working both independently and as part of a team.
• Proven ability to thrive in fast-paced, evolving environments.
• Customer-focused mindset with a genuine passion for helping others succeed.
• Experience with reporting and analyzing customer success metrics is a plus.