Customer Success Manager

• Ensure customers roll out, adopt, and realize value from Flooid’s software
• Act as a strategic and trusted partner guiding customers through onboarding, software rollout, and issue resolution to drive retention and satisfaction
• Proactively identify opportunities for growth and address risks to reduce churn and support account expansion
• Manage multiple customers, serving as the primary operational point of contact, and ensure a smooth customer journey while using Flooid’s software
• Build and maintain strong relationships with customers to understand their goals and help them achieve measurable outcomes using Flooid’s software
• Monitor customer health metrics and usage data to proactively identify risks and opportunities for engagement or expansion
• Collaborate with cross-functional teams (e.g. Sales, Project, Product, Support) to resolve customer issues and improve the overall customer experience
• Conduct regular check-ins, business reviews, and training sessions to drive continued value and customer satisfaction
• Advocate for customer needs internally and provide feedback to the Product team to help guide feature development and enhancements
• Proactively identify issues, troubleshoot, and deliver effective solutions

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