Customer Success Manager

365 Retail Markets•Denver, CO

3d•$70,000•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 Implementation 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.

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
Ability to work hybrid scheduling

Nice To Haves

Experience with reporting and analyzing customer success metrics is a plus

Responsibilities

Build and maintain strong relationships with customers to drive satisfaction and retention
Identify and pursue growth opportunities within your existing account base
Assist in onboarding and training new clients, ensuring they’re set up for long-term success
Proactively manage active accounts through case management, ongoing support, and supplemental training
Support larger account managers as needed and assist with high-value or strategic accounts
Occasionally visit client sites to strengthen relationships and encourage renewals
Serve as a customer advocate internally and foster collaboration between customers and other Impulsify teams
Monitor and track renewal dates; follow up to ensure continued partnership
Promote upsell and cross-sell opportunities to maximize customer value
Respond to client inquiries, documenting interactions in CRM systems accurately
Recommend process improvements and identify potential product or service enhancements based on customer feedback
Stay current on all product offerings and support resources to confidently assist clients
Maintain consistency and quality by adhering to internal processes and checklists
Contribute to a culture of customer success through active engagement and problem-solving