Client Success Manager

It's fun to work in a company where people truly BELIEVE in what they're doing!

Fullsteam is a leading provider of vertical software and embedded payments technology dedicated to helping businesses flourish by providing their customers with seamless experiences. With a dynamic and growing team of over 1,900 employees, we are committed to driving innovation and delivering best-in-class software and payment solutions that empower small and medium-sized businesses across numerous industries. Our purpose is to help our customers grow their businesses and delight their customers. Join us and be a part of a forward-thinking company that values growth, excellence, and the success of our clients.

ISI, a Fullsteam organization, is the leading fast lube POS system, powering over 2,500 shops and facilitating more than 22 million oil changes each year. As the complete management and point-of-sale solution for the fast lube industry, we remain dedicated to continuous improvement—there’s no time to rest!

ISI is seeking a Client Success Manager to build and strengthen relationships with existing clients, ensuring their satisfaction, retention, and growth. This role will serve as the primary point of contact, understanding client needs and working closely with internal teams to deliver exceptional solutions. The ideal candidate will have a strategic mindset, excellent communication skills, and a proactive approach to driving business success.

Responsibilities and Duties:

• Client Relationship Management: Develop and maintain strong relationships with key stakeholders within assigned accounts. Understand client goals, challenges, and business objectives to effectively position our software solutions.

• Retention Strategy: Proactively monitor client satisfaction and identify opportunities to enhance the customer experience. Develop and implement strategies to minimize churn and maximize client longevity.

• Revenue Expansion: Identify upsell and cross-sell opportunities within existing accounts. Collaborate with sales and marketing teams to develop targeted strategies for expanding revenue streams.

• Strategic Planning: Work closely with clients to understand their long-term business objectives. Develop strategic account plans outlining growth opportunities, key milestones, and action plans to achieve goals.

• Customer Advocacy: Serve as the voice of the customer within the organization. Gather feedback, communicate client needs, and advocate for product enhancements or improvements that align with customer requirements.

• Quarterly Business Reviews: Present Quarterly Business Reviews to executive stakeholders within client organizations, summarizing account health and articulating key insights.

• Contract Negotiation: Lead contract renewal negotiations, ensuring terms are favorable to both the client and the company. Drive contract extensions and expansions to maximize revenue potential.

• Performance Tracking: Monitor account performance metrics, including revenue growth, usage statistics, and customer satisfaction scores. Analyze data to identify trends, opportunities, and areas for improvement.

• Collaboration: Work cross-functionally with sales, marketing, product development, and customer support teams to deliver exceptional value to clients. Coordinate efforts to address client needs and resolve any issues in a timely manner.

• Adaptability: Adapt to changing priorities and business needs by willingly taking on additional tasks and responsibilities as assigned by management.

• Commitment to Standards: Demonstrate commitment to upholding company standards and values by consistently following all company policies, procedures, and guidelines.

Skills and Competencies:

• Strong understanding of software products and services, with the ability to articulate technical concepts to non-technical audiences.

• Strategic thinker with a results-oriented mindset with proven skills in negotiation.

• Ability to thrive in a fast-paced, dynamic environment and manage multiple priorities effectively.

• Demonstrated success in driving customer retention and growth including the achievement of revenue targets.

• Proficiency in CRM software (e.g., Salesforce) and other relevant tools.

• Ability to deliver Quarterly Business Reviews (QBRs) to executive level audiences.

• Customer-focused approach with a passion for building lasting relationships.

• Skilled in developing specific goals and plans to prioritize, organize, and accommodate work responsibilities and meet business deadlines.

• Ability to effectively speak, write, and understand the English language. Excellent written and verbal communication skills with the ability to communicate with customers, cross functional teams, and external sources.

• Ability to use computers and computer systems to navigate databases, enter data, and process information.

• Ability to understand the software products, including but not limited to Microsoft Office.

Experience and Education Requirements:

• Bachelor's degree in business administration, marketing, or a related field preferred, but not required.

• Five (5) years of experience in customer success management within the SaaS industry.

• Nice to have, experience within the automotive industry.

Please note that this role will require 10% travel.

Fullsteam supports an inclusive workplace that values diversity of thought, experience, and background. Fullsteam is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, ancestry, age, physical or mental disability, sex, sexual orientation, gender identity/expression, pregnancy, veteran status, marital status, creed, status with regard to public assistance, genetic status or any other status protected by federal, state, or local law.