Customer Success Manager at 365 Retail Markets

Denver, Colorado, United States -

Full Time

Start Date

Immediate

Expiry Date

04 Jun, 26

Salary

0.0

Posted On

06 Mar, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Success, Account Management, Onboarding, Client Retention, Product Adoption, Relationship Management, Inventory Management, CRM Systems, Troubleshooting, Time Management, Communication, Data Analysis, Process Improvement, Upselling, Cross-selling, Training

Industry

Software Development

Description

Description 365 Retail Markets is the most trusted global provider of unattended retail technology, delivering conveniently smart self-service solutions since 2008. The company’s all-in-one platform powers retail spaces across food service, global retail, and hospitality with a comprehensive suite of frictionless smart stores, micro markets, vending, catering, and dining point-of-sale options. These technologies can be found worldwide in corporate offices, manufacturing and distribution facilities, educational campuses, hotels, and beyond. As a nine-time honoree on the Inc. 5000 list of fastest-growing companies in the United States, and with a continually expanding global presence, 365 Retail Markets is committed to growth, innovation, and providing superior, integrated technology that meets the evolving needs of its customers and consumers. This position is located within the Account Services department of 365 Retail Markets, and reports to the Manager of Customer Success. As a member of the Customer Success Team, your role will focus on delivering above and beyond service and value to our Impulsify clients. You will manage a portfolio of customer accounts, guiding new clients through onboarding training while ensuring ongoing satisfaction, retention, and growth across your book of business. You will become a subject matter expert on our products and services, positioning yourself as a trusted advisor to your customers. In this role, you will collaborate cross-functionally with various teams at Impulsify and 365 Retail Markets to advocate for client needs, support product adoption, and drive business expansion. This hybrid role combines client-facing relationship management with back-end program execution for our AutoReplenish services. You will be the bridge between our clients’ operational needs and their retail performance outcomes—delivering above-and-beyond service, onboarding support, ongoing training, and real-time inventory management. You’ll ensure our clients’ shelves are stocked, our products are optimized, and our customers are delighted. Responsibilities Customer Success (25%) Build and maintain strong, trust-based relationships with a portfolio of clients Guide new clients through onboarding and training on Impulsify platforms Provide ongoing support through proactive communication, supplemental training, and issue resolution Monitor renewal timelines, encouraging retention and long-term satisfaction Identify upsell and cross-sell opportunities to enhance client outcomes Advocate for customer needs across internal departments Document client interactions, insights, and support cases in CRM tools Recommend improvements to internal processes and product features based on client feedback AutoReplenish Program Management (75%) Monitor client inventory and place product orders based on real-time data and sales velocity Use vendor portals to track, adjust, and confirm deliveries Receive and reconcile inventory in ImpulsePoint for accuracy and financial reporting Communicate directly with client properties to resolve delivery or order issues Conduct quarterly product performance reviews to refine product mix and maximize ROI Track and manage reorders for non-product supplies (bags, receipt paper, etc.) Collaborate with internal teams (especially accounting) via tools like Smartsheets to ensure accurate invoicing Support reconciliation of product and financial discrepancies Requirements 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 You’ll Excel in This Role If You: Enjoy working directly with customers and helping them succeed Are energized by solving problems and delivering value Feel comfortable juggling multiple priorities with efficiency and poise Thrive in collaborative, growth-minded environments

Responsibilities

The role focuses on managing a portfolio of customer accounts, guiding new clients through onboarding, ensuring satisfaction and retention, and acting as a trusted advisor on products and services. A significant portion of the role involves managing the AutoReplenish program, including monitoring inventory, placing orders, and reconciling stock.