Customer Success Manager

The Flooid Customer Success Manager (“CSM”) ensures that customers roll out, adopt, and realize value from Flooid’s software.  The CSM acts as a strategic and trusted partner, guiding customers through onboarding, software rollout, and issue resolution to drive retention and satisfaction.  By proactively identifying opportunities for growth and addressing risks, the CSM plays a key role in reducing churn and supporting account expansion.

Requirements

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 with cross-functionally with Sales, Product, and Support Teams
• US or International travel may occasionally be required, depending on project needs

Benefits

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.

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