Customer Success Manager

National Association of Convenience Stores•Alexandria, VA

6d•Onsite

About The Position

NACS is currently looking for a results-driven individual contributor with deep industry knowledge of convenience and fuel retailing to develop long-term profitable customer relationships by making strategic, operational and measurable contributions to customers’ unique business objectives. As the account owner, quarterback and driver of account enablement, adoption, expansion, and end-user engagement, the Customer Success Manager is a key player in shepherding AI-powered marketing solutions for multi-location businesses. You will proactively build relationships, identify and mitigate risk and expand product adoption in a one-to-many approach for our large portfolio of customers. With a high number of customers, you will be adept at managing multiple priorities without sacrifice to proactive customer delight. Strong fluency in emerging technologies and the evolving retail landscape is essential. SaaS sales experience and a track record of successfully leading both startup and large-scale programs are preferred. The ideal candidate will excel at complex deal negotiations with key convenience retail decision-makers (C-suite, marketing, IT and operations), and CPG/manufacturer partners. The role is located onsite at NACS Headquarters in Alexandria, VA.

Requirements

Bachelor’s degree strongly preferred
3-5 years of work-related experience in an account support role, with a customer centric mindset
Proven track record of success in customer success, account management, or related roles, with demonstrated achievement of retention, growth, or customer engagement goals
Highly organized with the ability to manage multiple accounts, priorities, and initiatives simultaneously in a fast‑paced environment
Strong customer‑centric mindset paired with a balance of technical understanding and commercial acumen
Excellent analytical, problem‑solving, and critical‑thinking skills with the ability to quickly assess situations and recommend effective solutions
Strong written and verbal communication skills, with the ability to tailor messaging to various stakeholder audiences
Experience interacting with and influencing senior‑level and executive stakeholders
Ability to lead, manage, or influence cross‑functional internal teams and external customer stakeholders to achieve shared outcomes
Experience in SaaS, enterprise software, social media management, SEO/GEO/AEO or technology‑enabled services environments preferred
Proficient in CRM systems (i.e. HubSpot) and Microsoft Office products

Nice To Haves

SaaS sales experience
Track record of successfully leading both startup and large-scale programs
Experience interacting with and influencing key convenience retail decision-makers (C-suite, marketing, IT and operations), and CPG/manufacturer partners

Responsibilities

Serve as the account owner and primary point of contact for a portfolio of high‑value customers utilizing THRIVR, providing thoughtful leadership and ensuring long‑term success
Proactively build, maintain, and deepen customer relationships while serving as a trusted advisor understanding their business needs, priorities, and challenges within the convenience and fuel retailing industry
Identify, monitor, and mitigate churn risk across the customer portfolio to support retention and organizational performance goals
Drive product adoption, enablement, and expansion using proven customer success strategies that align customer outcomes with organizational objectives
Maintain and grow recurring revenue through customer engagement, value realization, and expansion initiatives
Analyze customer lifecycle metrics to inform onboarding, enablement, adoption, retention, and engagement strategies
Quarterback internal and external initiatives by partnering cross‑functionally with sales, onboarding, support, product management, finance, operations, and other stakeholders
Execute effective multi‑channel communication strategies leveraging email, video, phone, internal teams, and external champions
Ensure high levels of customer satisfaction, reference‑ability, and advocacy through proactive engagement and issue resolution