Job description

The Customer Success Manager (CSM) is responsible for helping Flooid customers achieve lasting value from our retail technology solutions. Working with leading retailers mostly in the United States but also worldwide, you'll act as a strategic partner, supporting customers from onboarding and rollout through to adoption, optimization, and growth. By building trusted relationships, understanding customer priorities, and proactively addressing risks and opportunities, you'll help improve customer satisfaction, drive retention, and identify opportunities to expand the value Flooid delivers. Your success will be measured by the success of our customers and their ability to create seamless shopping experiences for millions of consumers every day. You and the Role The Flooid CSM role has great flexibility and the opportunity to work on a global scale. The primary duties of this position include: • Managing multiple customers, serving as the primary operational point of contact, and ensuring a smooth customer journey while using Flooid’s software • Building and maintaining strong relationships with customers to understand their goals and help them achieve measurable outcomes using Flooid’s software • Monitoring customer health metrics and usage data to proactively identify risks and opportunities for engagement or expansion • Collaborating with cross-functional teams (e.g. Sales, Project, Product, Support) to resolve customer issues and improve the overall customer experience • Conducting regular check-ins, business reviews, and training sessions to drive continued value and customer satisfaction • Advocating for customer needs internally and providing feedback to the Product team to help guide feature development and enhancements • Proactively identifying issues, troubleshooting, and delivering effective solutions Skills and Experience The ideal candidate for the Customer Success Manager role at Flooid should bring the following skills and experience to the position: • Experience in a Customer Success, Account Management, Service Delivery, or client-facing role, ideally within a SaaS or tech environment • Experience managing a portfolio of accounts with varying needs and complexity • Proven track record of improving customer retention, satisfaction, or account growth • Experience conducting regular business reviews • Experience using/implementing a CSM software • Experience implementing CSM strategies and process • Strong ability to build trust and long-term relationships with clients • Excellent verbal and written communication skills for engaging with both technical and non-technical stakeholders • Ability to manage, onboarding, adoption, and renewal processes with attention to timelines and deliverables, all while valuing customer impact • Comfortable analyzing usage data and customer metrics to guide strategy and actions • Strong team player able to work effectively and cross-functionally with Sales, Product, and Support Teams • US or International travel may occasionally be required, depending on project needs Our Company Flooid is an innovative software technology company offering cutting edge retail and hospitality solutions to major global brands, from point of sale, mobile, online, social, and beyond, as well as solutions for Cloud and Managed Services, ensuring our retail partners have everything they need to make the sale. Our customers’ needs are at the heart of what we do, and that focus has resulted in great historical success and an exciting strategy for where we are headed in the future. Location: United States – Remote or In-Office/Hybrid (primary office located in Cincinnati, Ohio). Because this role supports our global business, candidates must be based in the Eastern or Central Time Zones . Hours: Full-Time – At Flooid, we promote a flexible work environment that allows you to balance your work responsibilities with other priorities, like picking up your children, caring for an aging parent, or attending important family events. Benefits: Benefits start on day one – medical, dental, vision, life, and disability coverage available; competitive salary; flexible PTO policy that allows for uncapped PTO; fully paid FMLA leave comparable to company-paid short-term disability coverage; 12 weeks of fully paid parental leave; 401(k) plan with company match Applications: If you believe you have the skills and experience to succeed in this role, even if you do not meet 100% of the criteria, we encourage you to apply. Research suggests that certain groups will apply for a role if they meet 60% of the position’s requirements, while others will only apply if they hit 100%. We encourage applications from anyone with the skills, experience, and key attributes that will make you a great fit for the role and addition to the company. Reasonable Accommodations: Work is performed in an office setting with frequent interruptions. This position requires the ability to sit or stand at a workstation for extended periods of time. The ability to communicate effectively in person, by phone, and on electronic devices is necessary to perform this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Equal Employment Opportunity Employer: Flooid is an Equal Employment Opportunity (EEO) Employer and complies with Title VII of the Civil Rights Act of 1964 and all other applicable federal, state, and local laws and regulations pertaining to EEO as well as subsequent guidelines established by the EEO Commission.

Requirements

Must-haves

The Customer Success Manager (CSM) is responsible for helping Flooid customers achieve lasting value from our retail technology solutions.
Working with leading retailers mostly in the United States but also worldwide, you'll act as a strategic partner, supporting customers from onboarding and rollout through to adoption, optimization, and growth.
Your success will be measured by the success of our customers and their ability to create seamless shopping experiences for millions of consumers every day.
You and the Role
The Flooid CSM role has great flexibility and the opportunity to work on a global scale. The primary duties of this position include:
Managing multiple customers, serving as the primary operational point of contact, and ensuring a smooth customer journey while using Flooid’s software
Building and maintaining strong relationships with customers to understand their goals and help them achieve measurable outcomes using Flooid’s software
Monitoring customer health metrics and usage data to proactively identify risks and opportunities for engagement or expansion
Collaborating with cross-functional teams (e.g. Sales, Project, Product, Support) to resolve customer issues and improve the overall customer experience
Conducting regular check-ins, business reviews, and training sessions to drive continued value and customer satisfaction
Advocating for customer needs internally and providing feedback to the Product team to help guide feature development and enhancements
Proactively identifying issues, troubleshooting, and delivering effective solutions
The ideal candidate for the Customer Success Manager role at Flooid should bring the following skills and experience to the position:
Experience in a Customer Success, Account Management, Service Delivery, or client-facing role, ideally within a SaaS or tech environment
Experience managing a portfolio of accounts with varying needs and complexity
Proven track record of improving customer retention, satisfaction, or account growth
Experience conducting regular business reviews
Experience using/implementing a CSM software
Experience implementing CSM strategies and process
Strong ability to build trust and long-term relationships with clients
Excellent verbal and written communication skills for engaging with both technical and non-technical stakeholders
Ability to manage, onboarding, adoption, and renewal processes with attention to timelines and deliverables, all while valuing customer impact
Comfortable analyzing usage data and customer metrics to guide strategy and actions
Strong team player able to work effectively and cross-functionally with Sales, Product, and Support Teams

Nice-to-haves

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Application prep

Use the role’s language and application details while tailoring your materials.

Platform: workable
Effort: medium

Benefits

Benefits detected in the listing.

Dental

Vision

401(K)

Pto

Parental Leave