Job Details

Apex Order Pickup Solutions is looking for a Customer Success Manager to join our team at our global headquarters in Mason, Ohio. This opportunity is a critical role in setting up new business opportunities ad driving revenue growth. At Apex Order Pickup Solutions, we are committed tosolving real-world challenges for our customers by deeply understanding the intricacies of food and retail operations. The Customer Success Manager (CSM) plays a pivotal role in ensuring customers achieve success with our solutions while advocating for continuous improvement across our internal teams.

COMPANY DESCRIPTION

Apex Order Pickup Solutions applies innovative, scalable software and hardware to enable safe, secure, frictionless order fulfillment for foodservice, retail, and wholesale distribution companies. We are providing transformative Contactless Pickup solutions to a rapidly expanding global client base.

We don't just talk about the Internet of Things and Big Data ...we live it. We use both every day to enable customers to perform contactless pickups of their coffee, pizza, take out and curbside orders or laptops. Our technology is helping Brands save time and reduce contact with their customers enabling killer customer experiences without killer overhead costs.

POSITION DESCRIPTION

As a trusted advisor to strategic customers, the CSM will provide proactive guidance, training, and insights to maximize the value of Apex solutions. Internally, the CSM serves as the voice of the customer, relaying feedback and business needs to product development, sales, and support teams. This role requires a mix of analytical skills, technical aptitude, and a customer-centric mindset to drive satisfaction, retention, and revenue growth.

• Increased customer adoption and satisfaction
• Growth in annual recurring revenue (ARR)
• Reduction in support cases and escalations

• Customer Engagement & Relationship Management
• Serve as a trusted advisor for strategic customers, providing proactive consulting and support.
• Maintain a regular cadence of business reviews and on-site visits to understand customer goals, monitor solution performance, and drive adoption.
• Act as the primary point of contact for assigned customers, ensuring smooth navigation within Apex's organization.
• Identify "at-risk" customers through feedback and data analysis, working proactively to improve retention and satisfaction.
• Customer Advocacy & Feedback Loop
• Gather and analyze customer insights to advocate for product enhancements and process improvements.
• Collaborate with Apex's product, sales, and support teams to ensure customer feedback translates into meaningful solutions.
• Monitor the overall customer experience delivered by Apex and recommend enhancements for continuous improvement.
• Training & Adoption
• Develop and deliver tailored training sessions and technical documentation to help customers integrate Apex solutions effectively.
• Identify best practices for utilizing Apex's technology and ensure customers implement them successfully.
• Contribute to a CSM playbook of proven strategies and methodologies to drive long-term success.

• Bachelor's degree and 3-10 years of experience in a Customer Success or Account Management role, preferably within a SaaS environment.
• Proven ability to engage with stakeholders at all levels of an organization.
• Strong analytical mindset with experience using data insights to drive customer engagement and retention.
• Technical aptitude and ability to learn and explain software-based solutions.
• Exceptional written and verbal communication skills.
• Ability to work in dynamic environments, including busy restaurant, retail, and corporate settings.
• Willingness to travel up to 40% nationwide and occasionally internationally.
• Ability to lift up to 25 lbs. occasionally as part of on-site solution assessments.

• Competitive salary
• Health insurance, Dental and Vision
• Life Insurance
• 401(k) plan with a company match
• Hybrid work schedule, Tuesday - Thursday in office, remote Monday and Friday