Customer Success Manager

About the role

At IMBOX Protection, we are looking for a Customer Success Manager to lead customer engagement and field execution across North America. You will work closely with retail partners, store leadership, and internal stakeholders to ensure the successful adoption and growth of the IMBOX program across multiple retail banners.

Responsibilities

• Visit stores frequently (50-75% time on the road, with overnight stays required) to train staff, resolve issues, ensure alignment, and drive operational excellence
• Act as the on-the-ground trainer and brand ambassador for IMBOX, coaching store teams on how to present, promote, and execute the IMBOX experience in the IMBOX brand voice
• Maintain accurate CRM records, visit reports, and follow-up actions
• Regularly communicate with the in-house service team to support high-level performance, issue resolution, and customer retention
• Support store-level campaigns, promotions, pilots, and new initiatives

Requirements

• A high school graduate with 1 to 2 years of college preferred; minimum 3 years of retail management experience required
• A proven track record of building strong relationships and influencing stakeholders at multiple levels
• Strong communication, interpersonal, and written skills required
• Strong ability to build and maintain relationships with Store Managers, District Managers, and internal stakeholders
• Proven capability in identifying growth opportunities and driving customer loyalty
• Experience presenting to small and large groups of people, including internal and external collaborators

Qualifications

• Self-motivated, hands-on professional who thrives in a fast-paced environment
• Adapts quickly to change, works independently, and is comfortable representing IMBOX in the field while building strong relationships with store teams and customers

KPI's & Objectives

• Increase the average number of IMBOX treatments per store
• Increase conversion rates and average number of treatments
• Track performance against budget, prior year, and customer-specific goals
• Track number of training sessions completed, both in-store and virtual
• Maintain accurate CRM activity, store notes, contact records, and follow-up actions
• Strengthen Store Manager and District Manager engagement across assigned accounts
• Support and improve usage of the CSM Toolbox
• Support successful pilots and store-level rollouts
• Implement campaigns and contests, while tracking participation, results, and learnings

Compensation & Benefits

• Vacation Days: 20 vacation days annually, in addition to 11 U.S. federal holidays
• 401(k): 100% match up to 6% of salary
• Health Insurance: 80% employer-paid / 20% employee contribution
• Work Hours: Standard 40-hour work week (9:00 a.m. – 5:00 p.m.) with flexible scheduling options
• Equipment Provided: Laptop and mobile phone
• Access to LifeTime Gym at Chicago River North

Practical information

• Place of work: Our office in Chicago, IL
• Start date: August 2026 or ASAP (flexible)
• We review applications on an ongoing basis.

About IMBOX

At Imbox Protection, you’re not just joining a company, you’re stepping into a fast-moving scale-up journey where ideas turn into action quickly and impact is visible from day one. We operate in a dynamic environment where growth is constant and change is expected.

About Imbox Protection

At Imbox Protection, you’re not just joining a company, you’re stepping into a fast-moving scale-up journey where ideas turn into action quickly and impact is visible from day one. We operate in a dynamic environment where growth is constant and change is expected.