Customer Success Manager (C-store Loyalty SaaS)

Liquid Barcodes; Miami (FL); Hybrid; USD 90,000 - 130,000; Full time

Benefits offered by this job

401(k) plan with 3% company match

Job summary

Liquid Barcodes is seeking a Customer Success Manager to support a portfolio of US convenience retail customers, focusing on loyalty and subscription programs. You will partner with regional operators and enterprise chains to drive measurable outcomes from their loyalty initiatives.

In this role you will own renewals, identify upsell opportunities, and act as a trusted advisor on loyalty strategy, program performance, and ROI.

Qualifications

• 3-7 years of experience in Customer Success, Account Management, or a similar SaaS role.
• Required: experience working for a loyalty technology provider in the convenience retail (C-store) industry or managing a loyalty program for a C-store chain
• Proven ability to manage high-touch customer relationships with a focus on retention and growth
• Experience owning renewals and contributing to expansion

Responsibilities

• Manage a portfolio of 10-15 mid-market and enterprise accounts, acting as the primary point of contact across the full customer lifecycle, including implementation
• Own renewals and contribute to expansion by identifying upsell opportunities, including Customer Success services
• Act as a trusted advisor on loyalty strategy, campaign planning, and performance optimization, with a strong focus on ROI
• Monitor product usage and program performance, translating data into actionable recommendations and driving improved execution
• Lead regular business reviews (QBRs/annual reviews) to strengthen relationships and demonstrate value
• Collaborate cross-functionally with Sales, Product, and Implementation, maintaining overall ownership of the customer relationship
• Build strong customer relationships through regular engagement, including on-site visits (typically monthly, as needed)

Skills

Customer Success

Account Management

SaaS

Loyalty

Tools

CRM platforms

Job description

We are looking for a Customer Success Manager with experience in C-store loyalty to support and grow a portfolio of convenience retail customers across the US. You will partner with regional operators and enterprise chains to drive measurable outcomes from their loyalty and subscription programs.

This role is specifically suited for candidates with prior experience at a loyalty platform provider in the convenience retail space.

As part of a scaling organization, you will operate with a high degree of ownership: combining strategic advisory with hands-on execution to drive adoption, retention, and growth.

About the Company

Liquid Barcodes is a technology platform specializing in loyalty and subscription programs for convenience and foodservice retailers across the US and Europe. We enable branded mobile apps and advanced loyalty mechanics (points, tiers, subscriptions, payments) to drive customer engagement and commercial impact. Backed by Viking Growth, we are scaling rapidly across markets.

Key Responsibilities

• Manage a portfolio of 10-15 mid-market and enterprise accounts, acting as the primary point of contact across the full customer lifecycle, including implementation
• Own renewals and contribute to expansion by identifying upsell opportunities, including Customer Success services
• Act as a trusted advisor on loyalty strategy, campaign planning, and performance optimization, with a strong focus on ROI
• Monitor product usage and program performance, translating data into actionable recommendations and driving improved execution
• Lead regular business reviews (QBRs/annual reviews) to strengthen relationships and demonstrate value
• Collaborate cross-functionally with Sales, Product, and Implementation, maintaining overall ownership of the customer relationship
• Build strong customer relationships through regular engagement, including on-site visits (typically monthly, as needed)

Your Background

• 3-7 years of experience in Customer Success, Account Management, or a similar SaaS role
• Required: experience working for a loyalty technology provider in the convenience retail (C-store) industry or managing a loyalty program for a C-store chain
• Proven ability to manage high-touch customer relationships with a focus on retention and growth
• Experience owning renewals and contributing to expansion

Skills and Ways of Working

• Commercial mindset with the ability to link product usage to business outcomes
• Strong communication skills, able to engage both operational and senior stakeholders
• Comfortable working with data and deriving insights to guide decisions
• Technically confident and able to navigate SaaS platforms and reporting tools
• Self-driven, structured, and comfortable operating in a scaling environment
• Proactive, flexible, and solution-oriented

Success in This Role

• Strong customer relationships and positive feedback
• High retention and growth within the account portfolio
• Increased product adoption and measurable customer outcomes
• Customers who view you as a key partner in their loyalty strategy

What We Offer

• Competitive base salary + attractive commission structure
• 401(k) plan with 3% company match
• United States United States (mostly remote with a flexible hybrid setup; regular visits to our Miami office, particularly during the first few months, approximately 2 days per week)