Customer Success Manager

Customer Success Manager

Full Time – Alexandria, VA, US

We are looking for a results-driven Customer Success Manager to develop long-term profitable customer relationships in the convenience and fuel retailing industry.

The role is located onsite at NACS Headquarters in Alexandria, VA.

• Serve as the account owner and primary point of contact for a portfolio of high‑value customers utilizing THRIVR, providing thoughtful leadership and ensuring long-term success
• Proactively build, maintain, and deepen customer relationships while serving as a trusted advisor understanding their business needs, priorities, and challenges within the convenience and fuel retailing industry
• Identify, monitor, and mitigate churn risk across the customer portfolio to support retention and organizational performance goals
• Drive product adoption, enablement, and expansion using proven customer success strategies that align customer outcomes with organizational objectives
• Maintain and grow recurring revenue through customer engagement, value realization, and expansion initiatives
• Analyze customer lifecycle metrics to inform onboarding, enablement, adoption, retention, and engagement strategies
• Quarterback internal and external initiatives by partnering cross‑functionally with sales, onboarding, support, product management, finance, operations, and other stakeholders
• Execute effective multi‑channel communication strategies leveraging email, video, phone, internal teams, and external champions
• Ensure high levels of customer satisfaction, reference‑ability, and advocacy through proactive engagement and issue resolution

• Bachelor’s degree strongly preferred
• 3-5 years of work-related experience in an account support role, with a customer centric mindset
• Proven track record of success in customer success, account management, or related roles, with demonstrated achievement of retention, growth, or customer engagement goals
• Highly organized with the ability to manage multiple accounts, priorities, and initiatives simultaneously in a fast‑paced environment
• Strong customer‑centric mindset paired with a balance of technical understanding and commercial acumen
• Excellent analytical, problem‑solving, and critical‑thinking skills with the ability to quickly assess situations and recommend effective solutions
• Strong written and verbal communication skills, with the ability to tailor messaging to various stakeholder audiences
• Experience interacting with and influencing senior‑level and executive stakeholders
• Ability to lead, manage, or influence cross‑functional internal teams and external customer stakeholders to achieve shared outcomes
• Experience in SaaS, enterprise software, social media management, SEO/GEO/AEO or technology‑enabled services environments preferred
• Proficient in CRM systems (i.e. Hub Spot) and Microsoft Office products

If you are unable to complete this application due to a disability, please contact us for an alternative application process.

NACS is an Equal Opportunity Employer, dedicated to a policy of non-discrimination in employment on any basis. All applicants will be considered for all positions on the basis of qualifications and without regard to race, color, religion, sex, national origin, age, marital status, veteran status, disability, sexual orientation, and any other legally protected status.