Flooid – Customer Success Manager, US

January 1, 2023
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Job Description


Do you have experience working directly with customers?  Do you enjoy helping customers achieve their goals?  Can you effectively prioritize and do you enjoy working collaboratively to overcome difficulties?  If so, then the role of Customer Success Manager is for you!

The Role

As Customer Success Manager, you will be an integral part of managing customers on behalf of Flooid, facilitating their requests for change, service issues, SLA uptimes, reporting, and strengthening the customer relationship through the delivery of the service. You will be stakeholder-facing and requires that expectations are established and managed within the business and drive internal teams to achieve those expectations to a high standard.

Your Responsibilities:

  • Provide leadership and direction for the full-service delivery lifecycle, including post-sales services
  • Monitor, control and support Customer Success by ensuring systems, methodologies and procedures are in place and followed
  • Management of 3rd party suppliers as part of overall customer success into the customer
  • Build strong relationships with the relevant stakeholders within the Customer with a view to ensuring that all the Customer’s business requirements are understood.
  • Strategic planning, collaborating with commercial and delivery teams where necessary to ensure customer scalability, growth and retention
  • Act as point of contact between internal Flooid Teams and the Customer

Skills and Experience

Skills and Experience

  • Certification in ITIL
  • Knowledge of the Retail IT Sector and understanding of IT industry working practices / methodologies
  • Previous strong experience in a Customer Success/ Service Delivery / Account Management role
  • Effective oral and written communication skills, and excellent interpersonal skills.
  • Excellent organizational and time management skills with the ability to set priorities, handle multiple responsibilities and meet deadlines.
  • Ability to have difficult conversations.
  • A goal-oriented and driven attitude with a superior ability to execute and sustain a high sense of urgency.

The Company

Flooid is an innovative software technology company offering cutting edge retail and hospitality solutions to major global brands, from point of sale, mobile, online, social and beyond, as well as solutions for Cloud and Managed Services, ensuring our retail partners have everything they need to make the sale.  Our customers’ needs are at the heart of what we do, and that focus has resulted in great historical success and an exciting strategy for where we are heading in the future.

Location: United States – Remote or Hybrid (primary office located in Cincinnati, Ohio).  Because this role supports our global business, candidates must be based in the Eastern or Central Time Zones.


Hours: Full-Time – At Flooid, we promote a flexible work environment that allows you to balance your work responsibilities with other priorities, like picking up your children, caring for an aging parent, or attending important family events.


Benefits: Benefits start on day one – medical, dental, vision, life and disability coverage available; competitive salary; flexible PTO policy that allows for uncapped PTO; fully paid FMLA leave comparable to company-paid short-term disability coverage; 12 weeks of fully paid parental leave; 401(k) plan with company match

Work is performed in an office setting with frequent interruptions.  This position requires the ability to sit or stand at a workstation for extended periods of time.  The ability to communicate effectively in person, by phone, and on electronic devices is necessary to perform this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Flooid is an Equal Employment Opportunity (EEO) Employer and complies with Title VII of the Civil Rights Act of 1964 and all other applicable federal, state, and local laws and regulations pertaining to EEO as well as subsequent guidelines established by the EEO Commission.