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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.
BridalLive, a Fullsteam company, is a leading SaaS provider for bridal retailers. Our platform helps stores streamline operations, enhance customer engagement, and grow revenue. We're seeking a Customer Success Manager who understands the bridal retail environment and has hands-on experience using BridalLive in-store.
Job Summary:
The Customer Success Manager (CSM) is responsible for onboarding new clients, driving product adoption, and ensuring long-term customer satisfaction and retention. This role is ideal for someone who has worked in a bridal store and used BridalLive firsthand, bringing practical insight to help our clients succeed.
Primary Responsibilities:
- Lead onboarding and training for new clients, ensuring a smooth transition to BridalLive's platform.
- Serve as the primary point of contact for assigned accounts, building strong relationships and understanding client goals.
- Monitor account health and usage to ensure clients are leveraging key features that drive retention and value.
- Assist clients with BridalLive Pay setup, including terminal ordering, installation, and configuration.
- Provide basic hardware troubleshooting and escalate technical issues as needed.
- Collaborate cross-functionally with Support, Product, and Sales teams to ensure client needs are met.
- Identify opportunities for upselling or expansion based on client usage and feedback.
- Maintain accurate records of client interactions and account status in CRM tools.
- Advocate for customer needs internally and contribute to product improvement discussions.
Skills & Competencies:
- Technical aptitude with POS hardware and cloud-based software.
- Ability to translate technical concepts into user-friendly guidance.
- Experience in bridal retail operations, sales, or inventory management
Minimum Qualifications:
- Prior experience working in a bridal store and using BridalLive software.
- 2+ years of experience in Customer Success, Account Management, or SaaS onboarding preferred.
- Strong understanding of SaaS platforms and customer lifecycle management.
- Experience with payment processing systems and hardware installation preferred.
- Excellent communication and interpersonal skills.
- Ability to work independently and manage multiple client relationships.
- Comfortable working remotely and aligning with Pacific Time Zone hours.
- Familiarity with CRM tools and support ticketing systems.
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.
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What We Do
Fullsteam is a leading payments and technology company that is actively acquiring software businesses across multiple verticals. We provide our family of companies with streamlined payments infrastructure and enhanced operational support in order to increase growth and improve profitability. Backed by Aquiline Capital Partners, Fullsteam is based in Auburn, Ala.
