Customer Success Manager - Food Retail

Enterprise Account Growth, Retention and Execution

The Opportunity

A-Gas is expanding its enterprise Food Retail business and is seeking a Customer Success Manager to own and grow strategic customer relationships after initial engagement and contract award. This role serves as the commercial quarterback for a portfolio of national and regional food retailers, connecting customer priorities with A-Gas capabilities across refrigerant supply, buyback, Rapid Recovery, reclamation, banking, destruction, carbon programs, and reporting.

The Customer Success Manager will translate enterprise commitments into coordinated execution, measurable customer value, and durable growth. The successful candidate will be equally comfortable building trusted executive relationships, navigating operational details, identifying expansion opportunities, and aligning cross-functional teams around customer outcomes.

The role reports to the Director of Business Development and will require travel 30-40% based on customer and market needs. Our ideal candidate will reside in close proximity to major customers or A-Gas locations of Rhome, TX or Bowling Green, Ohio.
Key Responsibilities
Strategic Account Ownership and Growth

• Own the commercial relationship and account strategy for an assigned portfolio of enterprise food retail customers.
• Develop and maintain account plans that map customer stakeholders, business priorities, refrigerant portfolios, regulatory exposure, conversion roadmaps, service needs, and expansion opportunities.
• Protect and grow existing revenue and contribution margin through renewals, cross-selling, multi-year agreements, and broader adoption of A-Gas lifecycle solutions.
• Build relationships across customer functions, including facilities, refrigeration, procurement, sustainability, finance, operations, and senior leadership.
• Lead regular business reviews that demonstrate performance, quantify value delivered, surface future needs, and establish clear joint actions.

Program Execution and Customer Experience

• Translate customer commitments into clear internal implementation plans, including scope, locations, volumes, pricing, timing, responsibilities, and success measures.
• Coordinate closely with Rapid Recovery Network operations, customer service, logistics and finance to deliver a consistent enterprise experience.
• Establish proactive communication and escalation routines, resolve issues quickly, and ensure customers and internal stakeholders have appropriate visibility.
• Monitor program performance, forecast demand, identify delivery risks, and drive corrective actions before they affect the customer relationship.
• Create repeatable processes that enable national programs to scale while respecting local operating requirements.

Commercial Insight and Expansion

• Use customer, operational, and market data to identify opportunities to expand services, locations, refrigerant types, and contract scope.
• Capture customer and field feedback and convert it into actionable insights for the Food Retail strategy, value proposition, and service model.
• Maintain accurate account, opportunity, activity, forecast, and contract information in Salesforce and other commercial systems.
• Partner with Business Development to support account transitions, executive alignment, and expansion into new banners or business units.
• Represent A-Gas at customer meetings, industry events, site visits, and relevant trade associations as needed.

Candidate Profile

• 5+ years of experience in strategic account management, customer success, enterprise sales, program management, or a related commercial role.
• Demonstrated success managing complex B2B accounts with multiple stakeholders, locations, service requirements, or operating partners.
• Experience in food retail, grocery, facilities, HVAC/R, refrigeration, environmental services, chemicals, logistics, or another regulated service environment strongly preferred.
• Commercial acumen with the ability to understand pricing, contracts, margin, forecasting, and the financial drivers of an account.
• Strong relationship-building, communication, presentation, negotiation, and conflict-resolution skills.
• Highly organized and able to manage multiple programs, deadlines, stakeholders, and escalations without losing sight of the broader account strategy.
• Analytical and comfortable using CRM, reporting, and operational data to guide decisions and communicate value.
• Collaborative, accountable, curious, and energized by building processes in a growing business.
• Bachelor's degree or equivalent relevant experience required.

Why This Role Matters

Food retailers are navigating changing refrigerant regulations, aging infrastructure, complex contractor networks, and ambitious sustainability goals. The Customer Success Manager ensures A-Gas becomes more than a vendor: a trusted, accountable partner that helps enterprise customers manage the full refrigerant lifecycle while creating sustainable, profitable growth for A-Gas and its operating Network.

A-Gas offers competitive pay, generous benefits including medical, dental, vision, paid holidays, generous time off, company matched 401(k), company-paid short-term & long-term disability, company paid life insurance.