Customer Success Manager

Head of Customer Success @ Strongpoint ALS

Job Title: Customer Success Manager

Location: Hybrid/Remote

Department: Customer Success

Reports To: Head of Customer Success

About StrongPoint

StrongPoint is a leading provider of retail technology solutions, helping businesses optimize operations and enhance customer experiences. Our innovative solutions span e-commerce, in-store technologies, and logistics, enabling retailers to stay competitive in a rapidly evolving market.

Role Overview

As a Customer Success Manager (CSM) at StrongPoint, you will play a critical role in ensuring the success and satisfaction of our retail clients. You will act as a trusted advisor, helping clients maximize the value of StrongPoint’s solutions across e-commerce and in-store technologies. This role requires a proactive, relationship-driven professional who can manage complex accounts, drive adoption, and deliver measurable outcomes.

Key Responsibilities

• Serve as the primary point of contact for retail clients, building strong, long-term relationships.
• Guide clients through onboarding, and ongoing adoption of StrongPoint solutions.
• Collaborate with internal teams (Product, Support, Implementation, Sales) to ensure seamless delivery and client satisfaction.
• Monitor account health, usage metrics, and proactively address risks to ensure retention and growth.
• Identify opportunities for upselling and cross-selling additional StrongPoint solutions.
• Support clients with change management and training initiatives to drive successful technology adoption.
• Act as the voice of the customer internally, providing feedback to influence product development.
• Coordinate with the support teams to ensure proactive and prompt support ticket resolutions.

Qualifications & Skills

• 2 years proven experience in Customer Success, Account Management, or similar client-facing role.
• Experience working with enterprise clients in retail or SaaS based businesses.
• Understanding of e-commerce platforms and in-store retail technologies.
• Excellent communication, presentation, and relationship-building skills.
• Ability to manage multiple projects and priorities in a fast-paced environment.
• Problem-solving mindset with a focus on delivering value and outcomes for clients.

Why Join StrongPoint?

StrongPoint is an innovative leader in retail technology, delivering innovative solutions for both e-commerce and in-store operations. By joining our team, you will have the opportunity to make a global impact, working with enterprise clients and retailers across multiple markets to shape the future of retail.

We foster a collaborative culture that values teamwork, knowledge sharing, and continuous improvement, while providing opportunities for professional growth and career progression in a fast-growing industry. Our mission is customer-centric, focused on helping retailers deliver exceptional shopping experiences through technology, and we are committed to sustainability by creating solutions that improve efficiency and reduce environmental impact.

Seniority level

Mid-Senior level

Employment type

Full-time

Industries

Retail

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