Customer Success Manager
Hybrid · Mason, Ohio, United States
Job Summary
Customer Success Manager role at Apex Order Pickup Solutions focused on proactive guidance, training, and insights to maximize value of solutions for strategic customers. Responsibilities include relationship management, regular business reviews and on-site visits, identifying at-risk customers to improve retention, gathering insights to drive product improvements, cross-functional collaboration with product, sales, and support teams, and delivering tailored training and technical documentation. Requires a Bachelor’s degree and 3-10 years in a customer success/account management role in SaaS, strong data-driven decision making, excellent communication, ability to work in dynamic environments (restaurant/retail/corporate), and up to 40% travel; hybrid schedule with in-office days Tue–Thu and remote Mon/Fri. Hybrid work arrangement; location at global HQ Mason, Ohio (US).
Required Qualifications
- Bachelor’s degree
- 3-10 years of experience in a Customer Success or Account Management role, preferably within a SaaS environment
- Strong analytical mindset with experience using data insights to drive customer engagement and retention
- Technical aptitude and ability to learn and explain software-based solutions
- Exceptional written and verbal communication skills
- Willingness to travel up to 40% nationwide and occasionally internationally
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