Customer Success Manager

Naviga•Tampa, FL

8d•Onsite

About The Position

The Customer Success Manager owns the live U.S. customer account portfolio for an international software company expanding its American operations. Based on-site in the company’s Tampa office and working closely with the Head of Sales – U.S., the role guides customers from onboarding and adoption through value realization, retention, renewals, and revenue expansion. The portfolio includes single-site operators and larger multi-location retail businesses. The role focuses on demonstrating measurable business value, building trusted customer relationships, and converting successful initial deployments into long-term commercial partnerships. The Customer Success Manager leads value-focused onboarding, develops success plans, helps customers integrate the platform into daily operations, and works with customers to test performance and communicate return on investment. The role leads renewal discussions and negotiates commercial agreements, while identifying and closing opportunities to add products or extend adoption to additional locations. It partners with Implementation to support customer communication and remove blockers, represents customer feedback internally, supports customer advocacy initiatives with Marketing, and monitors account health, forecasts, and portfolio performance. The position is full-time and on-site in Tampa, Florida, with standard business hours and periodic domestic travel. Travel typically includes four to five conferences per year and one to two on-site client visits per account annually. The environment is described as collaborative, fast-paced, and commercially oriented, with direct mentorship alongside executive leadership.

Requirements

Experience in Customer Success, Account Management, or a related customer-facing commercial role; SaaS or technology business experience is ideal.
Demonstrated ownership of customer relationships, including experience managing renewals and identifying account-growth opportunities.
Commercial confidence and the ability to negotiate, influence customer decisions, and drive expansion opportunities through to close.
Strong analytical skills and the ability to interpret customer data, measure outcomes, and communicate return on investment.
Excellent communication and presentation skills, including the ability to translate data and product insights into clear customer recommendations.
A consultative approach and confidence challenging existing processes and helping business owners adopt new ways of working.
Ability to manage a varied customer portfolio, adapt engagement to individual needs, and balance customer satisfaction with commercial objectives.
Proactive, self-directed approach, with initiative and problem-solving skills.
Bachelor’s degree in Business, Communications, Marketing, Information Systems, or a related discipline, or equivalent practical professional experience in a Customer Success role.
Ability to work full-time on-site in Tampa, Florida, during standard business hours, with periodic domestic travel.

Nice To Haves

Experience in SaaS or a technology business.
Degree in Business, Communications, Marketing, Information Systems, or a related discipline.
Equivalent practical professional experience in a Customer Success role may substitute for a degree.

Responsibilities

Manage the live U.S. account portfolio, guiding customers through onboarding, adoption, value realization, retention, and expansion.
Lead value-focused onboarding sessions, develop customer success plans, and help customers integrate the platform into their daily operations.
Partner with customers to run business performance experiments, analyze results, and communicate the financial impact of the platform.
Lead renewal discussions, demonstrate ongoing customer value, and negotiate commercial agreements.
Identify, negotiate, and close opportunities to introduce additional products or extend platform use across customers’ remaining locations.
Collaborate with Implementation to support customer communication, prioritize customer needs, remove blockers, and provide coverage when required.
Build relationships with customer stakeholders and executive sponsors, serving as a trusted advisor on platform adoption and business performance.
Gather customer feedback, communicate insights internally, and contribute to improvements in the product and customer experience.
Work with Marketing on case studies, testimonials, and customer success stories.
Forecast and report on the account portfolio, evaluate customer health, and identify opportunities to improve retention and revenue growth.
Identify opportunities to improve the customer journey and contribute ideas as the U.S. business develops.
Travel periodically for domestic client visits and industry events.