Customer Success Manager

365 Retail Markets•Denver, CO

7h•Hybrid

About The Position

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.

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

Nice To Haves

Experience with reporting and analyzing customer success metrics is a plus

Responsibilities

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
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