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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.
RB Retail & Service Solutions, a Fullsteam organization, is seeking a dynamic and customer-focused Customer Success Manager to join our growing team. As a key liaison between RB and its valued clients in the swimming pool and spa industry, the Senior CSM ensures an exceptional customer experience through proactive account management, product adoption, and relationship development. This role requires a strong communicator who thrives in a collaborative, fast-paced environment and has a proven ability to manage customer success programs in a SaaS or software environment.
Primary Responsibilities:
• Manage a portfolio of customer accounts to ensure successful adoption and ongoing satisfaction
• Guide clients through onboarding, training, and implementation processes
• Monitor customer usage data to identify risks and expansion opportunities
• Serve as the primary contact for client inquiries and escalations
• Collaborate with Sales, Support, and Product teams to meet customer needs
• Conduct regular check-ins and business reviews
• Advocate for customer needs across internal teams
• Track and report on success metrics, including churn and engagement
Skills & Competencies:
• Exceptional communication and interpersonal skills
• Strong problem-solving and analytical ability
• High level of empathy and customer-first mindset
• Ability to manage multiple priorities
• Proficiency with CRM tools (HubSpot, Salesforce)
• Familiarity with SaaS business models and customer retention strategies
• Self-motivated and proactive approach to customer success
Experience and Education Requirements:
• 4+ years of experience in Customer Success, Account Management, or related roles
• Experience in SaaS or technology-driven environments
• Bachelor’s degree or equivalent work experience
• Proven track record managing customer relationships and retention
• Excellent communication and presentation skills
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.