Job Details

Apex Order Pickup Solutions is looking for a Senior Customer Success Manager to join our team. As a Senior Customer Success Manager (CSM) you play a pivotal role in ensuring customers achieve success with our solutions while advocating for continuous improvement across our internal teams.

As a trusted advisor to strategic customers, the Senior Customer Success Manager will provide proactive guidance, training, and insights to maximize the value of Apex solutions. Internally, the Senior 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.

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.

At Apex Order Pickup Solutions, we are committed to solving real-world challenges for our customers by deeply understanding the intricacies of food and retail operations.

What You will be Doing:

• Build relationships and serve as a trusted advisor for customers, providing proactive consulting and support throughout the entire customer journey.
• Maintain a regular cadence of business reviews and on-site visits to understand customer goals, monitor solution performance, provide insights, and drive adoption.
• Build, refine, and track reporting to reflect customer health, product adoption, value add, churn risk, and expansion opportunities.
• Identify "at-risk" customers through feedback and data analysis, working proactively to improve retention and satisfaction.
• Translate data into clear insights and recommendations for both internal teams and customer stakeholders, 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.
• 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 success in building and maintaining customer relationships.
• 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 restaurants, 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.