Customer Success Manager

Naviga; Tampa (FL); On-site; USD 90,000 - 130,000; Full time

Benefits offered by this job

Health coverage

Unlimited PTO after 1 year

Mental health resources and coaching

Job summary

Naviga Recruiting & Executive Search partners with a fast-growing European software scale-up to expand its U.S. footprint from a new Tampa office. The Customer Success Manager will own the live U.S.

account portfolio, guiding onboarding, adoption, retention and revenue expansion across single-site and multi-location retail customers. Based in Tampa with periodic travel to industry events (4–5 conferences per year) and 1–2 client visits per account, you will build trusted relationships,

Qualifications

• Bachelors degree in Business, Communications, Marketing, Information Systems, or related discipline.
• Experience in Customer Success, Account Management, or related customer-facing commercial role, ideally in SaaS or tech.
• Commercial confidence with renewal negotiations and account growth.

Responsibilities

• Own the live U.S. account portfolio across onboarding, adoption, retention and expansion.
• Lead value-focused onboarding sessions and customer success plans.
• Demonstrate ROI by analyzing outcomes and communicating financial impact.
• Lead renewal discussions and negotiate renewals to retain business.
• Identify and close opportunities for platform expansion across locations.
• Collaborate with Implementation to remove blockers and ensure adoption.
• Build trusted relationships with customer stakeholders and executives.
• Gather customer feedback and contribute to product and customer experience improvements.
• Develop case studies and testimonials with Marketing for U.S. market awareness.
• Forecast and report on account performance and health.

Skills

Customer Success

Account Management

SaaS Experience

Renewals

Education

Bachelors degree in Business or related field

Job description

he Opportunity

This role represents a commercial hire within an international technology company’s expanding U.S. operations. As the business continues to grow its American customer base, the Customer Success Manager will take ownership of the live U.S. account portfolio, spanning single-site operators through larger, multi-location retail businesses.

Based in a newly opened Tampa office, you will work closely with the Head of Sales – U.S.. This is an opportunity to take ownership of the customer journey, from onboarding and adoption through retention, renewals, and revenue expansion.

Many customers initially introduce the platform across a select group of locations before deciding whether to expand across their broader portfolio. You will play a pivotal role in demonstrating measurable business value, building trusted customer relationships, and converting successful initial engagements into long-term commercial partnerships.

About the Company

Our client is an established, high-growth European software scale-up on a mission to modernize retail energy and commercial convenience operations through real-time intelligence and automated decision‑making. Founded nearly a decade ago, the company established domestic market dominance by partnering with major global energy brands and over half of the top independent retail groups. Their cloud‑based platform replaces outdated manual spreadsheets with live operational visibility, connecting directly into store and point‑of‑sale infrastructure to benchmark margins, inventory levels, competitor pricing, and local market conditions. With an established international business and a growing U.S. customer base, the company is investing in its next phase of American expansion. The opening of its new Tampa office marks an important step in building a local team to support that growth.

Location

This position is based on‑site in the Tampa, Florida area. You will work directly from a collaborative local office environment alongside the US commercial leadership team.

This role requires periodic domestic travel to support strategic customer relationships and represent the organization at major industry events, typically consisting of 4 to 5 conferences per year and 1 to 2 on‑site client visits per account annually.

What You Will Do

• Own the customer journey: Manage the live U.S. account portfolio, guiding customers from onboarding and adoption through ongoing value realization, retention, and expansion.
• Drive customer adoption: Lead value‑focused onboarding sessions, develop customer success plans, and help customers integrate the platform into their day‑to‑day operations.
• Demonstrate measurable ROI: Partner with customers to conduct business performance experiments, analyze results, and communicate the financial impact of using the platform.
• Manage renewals: Lead renewal discussions, demonstrate ongoing customer value, and negotiate commercial agreements to retain existing business.
• Drive account expansion: Identify, negotiate, and close opportunities to introduce additional products or extend platform adoption across customers’ remaining locations.
• Partner with Implementation: Collaborate during implementation to support customer communication, prioritize customer needs, remove blockers, and provide coverage when required.
• Build trusted relationships: Develop strong relationships with customer stakeholders and executive sponsors, serving as a trusted advisor on platform adoption and business performance.
• Represent the voice of the customer: Gather customer feedback, communicate insights internally, and contribute to improvements in the product and customer experience.
• Support customer advocacy: Work with Marketing to develop case studies, testimonials, and customer success stories that strengthen the company’s reputation in the U.S. market.
• Monitor account performance: Forecast and report on the account portfolio, evaluate customer health, and identify opportunities to improve retention and revenue growth.
• Improve the customer experience: Proactively identify opportunities to enhance the customer journey and contribute ideas as the U.S. business continues to develop.

Who You Are

• Experience in Customer Success, Account Management, or a related customer‑facial commercial role, ideally within SaaS or a technology business.
• Demonstrated ownership of customer relationships, with experience managing renewals and identifying opportunities for account growth.
• Commercial confidence and the ability to negotiate, influence customer decisions, and personally 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, with the ability to translate data and product insights into clear, compelling customer recommendations.
• A consultative approach to customer relationships, with the confidence to challenge existing processes and help business owners embrace new ways of working.
• The ability to manage a varied portfolio of customers, adapt engagement to individual needs, and balance customer satisfaction with commercial objectives.
• A proactive, self‑directed mindset and a willingness to take initiative, solve problems, and contribute to a growing business.

Ideal Candidate Profile: A commercially minded Customer Success professional who combines strong relationship‑building skills with analytical thinking and a genuine focus on customer outcomes. You are comfortable leading customer conversations, presenting data‑driven recommendations, negotiating renewals and expansions, and taking ownership in a growing organization where initiative and adaptability matter.

Education & Qualifications

• Bachelor’s degree in Business, Communications, Marketing, Information Systems, or a related discipline, or equivalent practical professional experience in a Customer Success role.

Flexibility & Work-Life Integration

• Work Structure: Full‑time on‑site role based out of the local office in Tampa, Florida.
• Schedule: Standard business hours with periodic travel for client visits and industry conventions.
• Environment: Highly collaborative, fast‑paced commercial office culture that prioritizes open communication, team ownership, and direct mentorship alongside executive leadership.

Why Join the Team?

Joining this team means securing a foundational seat within a well‑funded, proven international software organization as it scales its domestic footprint. You will work alongside accessible, hands‑on commercial leaders who value initiative, autonomous problem‑solving, and strategic thinking. Beyond comprehensive health coverage and access to dedicated mental health and professional coaching resources, the company offers progressive perks including an unlimited PTO policy after one year of service.