Customer Success Manager

Company Overview

Fullsteam is a leading provider of vertical software and embedded payments technology, dedicated to helping small and medium‑size businesses grow through seamless software and payment solutions.

Customer Success Manager – a key role on a tightly integrated team focusing on high‑tier account retention, payment processing lead, and customer advocacy.

• Own retention and reference generation for a portfolio of named, high‑tier accounts.
• Build and maintain multi‑level relationships, positioning yourself as a trusted advisor.
• Develop and execute client‑specific success roadmaps that yield measurable outcomes.
• Act as a value advocate helping clients maximize the value of The Uniform Solution.
• Analyze client needs, bring insights into company strategy discussions.
• Take ownership of client issues and manage resolutions in partnership with support, product, and sales teams.
• Lead renewal workflows, engage at‑risk clients, and work to retain relationships.
• Produce win/loss research, reporting, and recommendations.
• Serve as the payments processing lead, growing adoption and supporting clients on payment hardware and processing.
• Coordinate payments support, act as an advocate, and manage payment resolution.
• Contribute to process improvement initiatives for overall client experience.
• Acquire deep product knowledge of the suite and interface with the support team as needed.
• Attend occasional travel to key accounts and trade shows.

• 4–5+ years’ experience in customer success or a similar client‑facing role.
• Bachelor’s degree.
• Must operate effectively in a fast‑paced environment with competing priorities.
• Strong communication skills, capable of influencing across teams and clients.
• Track record of creating & executing strategies that deliver mutually beneficial outcomes.
• Prior success in a B2B, customer‑facing setting; experience with SMEs is a plus.
• Experience with CRM systems.
• Experience in SaaS, enterprise software, or operational systems preferred.
• Familiarity with retail operations software (POS, eCommerce, inventory control) is preferred.

Salary Range: $87,000 – $97,000. Hybrid schedule based out of Richardson, TX – in‑office Monday, Wednesday, Thursday; optional remote Tuesday & Friday.

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.