Customer 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.

For more than 30 years, The Uniform Solution has been making retail uniform stores more productive, informed, and profitable.  We are the backbone of some of the most successful uniform stores in the country.  Our dynamic software provides key functionality to uniform retailers and distributors, including front end point-of-sale software, inventory control, order management, special order management, barcoding, price tag printing, group business management and contract pricing, invoicing, accounts receivable, integrated in-house eCommerce solution, and embedded payment processing, and more. If you love to interact with people (written and verbal), have a talent for understanding the perspective of others, and enjoy turning complex problems into clear, workable solutions, then we want you working with us.

The Uniform Solution is looking for a Customer Success Manager who's passionate about delivering world-class service and outcomes for our client community.  This is a key role on a small, tightly integrated team.  You'll bring strategy and proactive planning to a book of named, high-tier accounts, owning their retention and reference ability, while also serving as a customer success resource and guidance point for the broader client base.  

This role is also our payments processing lead: in addition to our software, we sell and manage payment processing services for our clients, and the CSM works with current software clients to bring them onto our payments platform and supports them throughout that relationship.  

As a trusted advisor and value advocate, you'll help clients get the most out of The Uniform Solution and partner across Sales, Support, Marketing, Product, and our payments partners to drive real results.  You'll also be our front line for at-risk clients: meeting with any customer, large or small, who has begun the non-renewal process to understand their concerns and work to save the relationship.  

The ideal candidate is a skilled problem solver with prior experience as a CSM or client-facing project manager, a bias toward action, and a genuine commitment to client success.

Primary Responsibilities:

For your book of named, high-tier accounts:

• Own logo and revenue retention, and cultivate referenceable clients (references, case studies, and advocacy)
• Build and maintain multi-level relationships, establishing yourself as a trusted advisor
• Develop and execute client-specific success roadmaps that drive measurable, positive outcomes
• Serve as a value advocate, helping clients realize as much value as possible from their investment in The Uniform Solution
• Evaluate and analyze client needs, and bring that insight into company discussions and decisions on how those needs can be met
• Take ownership of client issues and follow them through to timely resolution, working closely with other teams as needed

Across the broader client base and organization:

• Serve as a customer success resource and guidance point for the full client base, including smaller accounts (advisory and enablement, rather than dedicated strategic engagement)
• Own lost renewal workflows and outcomes, including meeting with any client, large or small, who is at risk of non-renewal, understanding the drivers and working to save the account
• Own win/loss research, reporting, analysis, and recommendations for the business
• Serve as an added escalation point for client issues, and help the broader team strengthen escalation prevention and management
• Act as a brand ambassador to our market
• Serve as the payments processing lead for the business unit, growing payments adoption and associated revenue across the client base, and guiding and supporting current clients in aspects of their payment processing business with us, including items related payments hardware
• Interface with our payments support team on behalf of our clients, coordinating resolution and acting as the client's advocate

Other duties and responsibilities:

• Process improvement: contribute to designing, planning, and executing paths to an improved client experience for all clients
• Solution knowledge: learn our suite of products deeply, building a working knowledge of both the end-user experience and configuration options
• Work alongside the Support team as needed
• Occasional travel to visit key accounts and attend trade shows

Skills & Competencies:

• Customer focus: Dedicated to meeting the expectations and requirements of internal and external clients; uses first-hand client insight to improve products and services; earns trust and respect
• Communication: Communicates clearly in writing and verbally, and fosters positive, durable business relationships at multiple levels of an organization
• Problem solving: Uses sound logic and a consultative approach to solve difficult problems; sees beyond the obvious and doesn't stop at the first answer
• Drive for results: Counted on to meet and exceed goals; takes ownership and follows through with strong follow-up
• Collaboration:  Works cooperatively across teams and with clients to build mutually beneficial partnerships and achieve results; motivates others to collaborate as well
• Emotional intelligence: Reads verbal and non-verbal cues, understands the "why" behind others' reactions, and responds appropriately; regulates self under pressure
• Action oriented:  Energized by challenging work; willing to act with a minimum of planning and seize opportunity
• Learning on the fly / adaptability: Learns quickly, grasps new software readily, and stays effective amid change, ambiguity, and competing priorities
• Organization & project management: Keeps information, initiatives, and self organized; manages multiple workstreams to completion

Minimum Qualifications:

• 4-5+ years of experience in customer success or a similar client-facing role
• Bachelor’s degree
• Demonstrated ability to operate effectively in a fast-paced environment with multiple competing priorities and deliver results
• Strong communication skills, with the ability to lead through influence across teams and clients
• Proven track record creating and executing strategies that produce mutually beneficial outcomes
• Prior success in a B2B, customer-facing role; experience with small-to-medium-sized businesses a plus
• CRM experience
• Experience in SaaS, enterprise software, or operational systems preferred
• Familiarity with software solutions for retail operations preferred:  Point of Sale, eCommerce, Inventory Control
• Able to work a hybrid schedule based out of our Richardson, TX office (in office Monday, Wednesday, and Thursday; optional remote Tuesday and Friday)

Salary Range: $87,000 - $97,000

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.