About the Role

The Customer Success Manager (CSM) is the commercial owner of the customer relationship after the sale. You are not support and not a service desk. You protect the recurring and re-occurring revenue in your portfolio, manage subscription renewals and service spend, and make sure every customer is onboarded so thoroughly that the platform becomes part of how their stores operate. When expansion opportunities arise - more stores, new system installs - you support and enable the Sales team by surfacing signals, building the data-backed business case, and ensuring the customer relationship is ready to grow.

The mission in one line
Protect the revenue. Support growth. Onboard every customer like the business depends on it - because it does.

What You'll Own

1. Protect the revenue - retention & renewals

• Own the health of every account in your portfolio and keep Net Revenue Retention (NRR) at or above 100%.
• Know your accounts well enough to see problems before the customer calls - declining system usage, a lapsed subscription, a stalled rollout, or a changed sponsor.
• Drive renewals and reorders; lead save plans when an account trends toward risk.

2. Support & enable expansion

• Surface expansion signals from your accounts - stores ready for more products, customers asking about CartControl®, Cart Manager, or FaceFirst, or analytics showing ROI that supports a growth conversation - and bring them to Sales with the data.
• Support Sales in moving accounts from basic service agreements toward enterprise subscriptions and multi-year commitments by demonstrating platform value.
• Partner with Sales on expansion pursuits - you make the case with data and relationship context; Sales owns the commercial close.

3. Onboard every customer to first value

• Run every new customer and every expansion wave through the structured onboarding program to first value within 12 weeks.
• A customer is not 'onboarded' until hardware is live, the analytics/subscription is active, stakeholders are engaged, and first value has been delivered to the executive sponsor.
• Re-onboard whenever a customer adds locations or products, or when a key stakeholder changes.

Core Responsibilities

Area

What you do

Relationship & strategy

Own day-to-day and executive relationships across assigned accounts. Lead Quarterly Value Reviews (QVRs). Maintain account success plans tied to the customer's KPIs - shrink reduction, safety, labor efficiency.

Adoption & value

Drive full utilization of every deployed system. Monitor usage, alerts, and pushout trends to catch risk and surface opportunity. Prove value with data.

Health & risk

Maintain a health score for every account. Identify at-risk accounts early and lead mitigation. Run the remediation plans that bring stores online.

Cross-functional orchestration

Coordinate across Service Delivery & Operations, the GCC monitoring team, RevOps, and Sales so the customer experiences one seamless Gatekeeper.

Expansion support & renewal

Surface expansion signals from account data and relationships. Support Sales in building and closing the expansion pipeline. Own the renewal outcome for your book.

How Success Is Measured

• Net Revenue Retention (NRR) and Gross Revenue Retention across your portfolio.
• Reorder and renewal rates; expansion signals surfaced and handed to Sales.
• Customer health-score distribution (share of accounts Green) and % of stores online.
• Onboarding completion within 12 weeks and time-to-first-value.
• Platform adoption - SmartWheel® utilization and StoreIQ engagement - and customer satisfaction (NPS/CSAT).

How You're Paid

Compensation follows an 80/20 model. Your base salary is 80% of total target compensation; the remaining 20% is variable, paid on top of base and tied to the recurring and re-occurring revenue you protect and grow. Variable is weighted 75% to your own account performance and 25% to team achievement, with accelerators above target and NRR multipliers when your accounts expand. The better you do the job, the more you earn.

What We're Looking For

• 5+ years in Customer Success, Account Management, or retail operations, ideally serving enterprise or multi-location retail customers.
• A commercial mindset - comfortable owning a revenue number and leading value-based expansion conversations, not just servicing accounts.
• Strong executive communication; able to translate product capability and data into business outcomes for LP, Operations, IT, and Finance stakeholders.
• Operationally disciplined and highly cross-functional; organized enough to run a portfolio against a defined cadence.
• Comfortable with data and dashboards - you can read a health score, an alert stream, and a pushout trend and know what to do next.
• Bonus: experience with loss prevention, retail security, SaaS/subscription renewals, or hardware-plus-software platforms.

What Success Looks Like in Year One

• Every account you own has a current health score, a mapped set of stakeholders, and a plan for any store not fully online.
• New customers reach first value within 12 weeks and enter expansion conversations sooner.
• Your QVRs lead with ROI data and end with a natural next step - driving NRR above 100%.
• Renewals are never a surprise, and at-risk accounts are caught and saved before they churn.