Strategic Enterprise Customer Success Manager

365 Retail Markets; Denver, Northern (CO, KY); Hybrid; USD 90,000 - 130,000; Full time

Job summary

365 Retail Markets is seeking a Customer Success Manager to manage a portfolio of client accounts, guiding onboarding and activation while ensuring ongoing satisfaction, retention, and growth across your book of business. You will become a subject matter expert on our products and services, collaborating cross-functionally to advocate for client needs and identify opportunities for portfolio expansion.

You will work with data and KPIs to monitor performance, communicate value to stakeholders,

Qualifications

• Experience managing multi-location or enterprise accounts.
• Experience with data, performance metrics, or KPIs.
• Bachelor’s degree preferred.
• Experience in SaaS, customer success, or client-facing roles.
• Proficient with CRM systems and Microsoft Office.
• Strong verbal and written communication skills.
• Analytical and detail-oriented with troubleshooting skills.
• Thrives in fast-paced, evolving environments.
• Customer-focused mindset.
• Experience with reporting and analyzing customer success metrics is a plus.

Responsibilities

• Manage portfolios across multiple properties with focus on performance, adoption, and expansion.
• Identify, qualify and surface growth opportunities within your existing account base.
• Assist in onboarding by ensuring successful activation and adoption.
• Monitor customer performance and adoption using defined KPIs; drive corrective actions.
• Collaborate with Account Executives to expand ARR with high-value or strategic accounts.
• Engage stakeholders to communicate value and support expansion strategies.
• Serve as a customer advocate internally and foster cross-team collaboration.
• Monitor renewal dates and follow up to ensure continued partnership.
• Identify expansion opportunities across portfolios and drive multi-property rollout strategies.
• Respond to client inquiries and document interactions in CRM.
• Recommend process improvements and product or service enhancements based on feedback.
• Stay current on all product offerings and support resources.

Skills

Multi-location accounts

Data analysis

CRM systems

Microsoft Office

Communication

Organization

Teamwork

Problem solving

Education

Bachelor’s degree

Tools

CRM systems

Microsoft Office Suite

Job description

365 Retail Markets is seeking a Customer Success Manager to manage a portfolio of client accounts, guiding onboarding and activation while ensuring ongoing satisfaction, retention, and growth across your book of business. You will become a subject matter expert on our products and services, collaborating cross-functionally to advocate for client needs and identify opportunities for portfolio expansion.

You will work with data and KPIs to monitor performance, communicate value to stakeholders,