Customer Success Manager

It's fun to work in a company where people truly BELIEVE in what they're doing! 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.

PEAK 15 part of the Fullsteam organization is a growing software company that provides a cloud-based management system for the travel industry. Customers include Travel + Leisure World's Best Award winners, National Geographic Expeditions, Micato Safaris, and Butterfield & Robinson, who use the platform to craft unique itineraries, process bookings, streamline operations, and manage customer and vendor relationships. PEAK 15 is a collaborative and fast-paced work environment that offers opportunities for professional growth and development.

We are a passionate team committed to customer success and growth, while promoting a positive work culture that values teamwork, transparency, and continuous improvement. PEAK 15 is a 100% remote workforce.

We are seeking a Customer Success Manager (CSM) to join our team and help ensure our customers derive maximum value from our products and services. As a Customer Success Manager, you will serve as the main point of contact for a portfolio of clients and play a key role in guiding customers from post-sale onboarding through go-live, product adoption, and long-term success.

This role is responsible for helping customers achieve their business goals, driving effective onboarding and implementation milestones, and ultimately ensuring customer satisfaction and retention. The ideal candidate will possess a combination of excellent interpersonal skills, a strong customer-focused mindset, and the ability to proactively address challenges. This role is essential in fostering long-term relationships, identifying growth opportunities, and acting as the customer's advocate within the organization.

This role also carries direct responsibility for managing newly onboarding customers through a structured onboarding process, including GUIDEcx project coordination, milestone tracking, weekly customer check‑ins, go‑live readiness, and follow‑up on open action items to ensure a smooth transition into long‑term customer success.

• Serve as a primary point of contact for assigned customers, building strong relationships and delivering a consistent, responsive customer experience from onboarding through ongoing account management.
• Guide newly onboarding customers through structured onboarding and implementation workflows, including GUIDEcx project coordination, milestone tracking, weekly customer check‑ins, go‑live readiness, documentation of next steps, and timely follow‑up on open action items.
• Partner with Sales, Learning, Operations, Support, Product, Accounting, and business leadership to coordinate customer handoffs, resolve customer needs, and support timely follow‑through on actions that contribute to customer satisfaction and retention.
• Monitor customer health, product adoption, account activity, and customer requests to identify potential retention risks, adoption barriers, or opportunities to improve the customer experience.
• Participate in periodic account health reviews with customers and internal stakeholders by helping document risks,…