Customer Success Manager - Refreshment Services

About the Role

The Customer Success Manager (CSM) - Refreshment Services is responsible for building strong client partnerships and ensuring every customer experiences exceptional service, engagement, and value. Acting as the face of Five Star across all business lines — Markets, Vending, Dining, and Refreshment Services — this role focuses on client retention, satisfaction, and organic growth through proactive relationship management and solution-driven collaboration with operational teams.

Compensation: Competitive base salary, plus eligibility for a vehicle allowance and annual performance-based incentives.

Key Responsibilities

• Develop and maintain long-term customer relationships through consistent communication and on-site visits.
• Serve as the primary point of contact for all client needs and ensure issues are resolved quickly and professionally.
• Partner with operations and regional leadership teams to ensure customer satisfaction, performance excellence, and service consistency.
• Identify opportunities to expand relationships by introducing additional Five Star services and solutions.
• Support sales and retention goals by assisting with new account development, same-store growth, and profitability initiatives.
• Conduct regular client site visits to ensure company standards and contractual commitments are met.
• Document all client interactions, feedback, and action items accurately and share updates with division management.
• Represent Five Star at conferences, meetings, and events as needed, including occasional overnight travel.
• Promote and uphold Five Star’s values — Discipline, Leadership, Integrity, and Community — in every customer interaction.

Qualifications

• Bachelor’s degree in business, Marketing, or a related field preferred; equivalent experience considered.
• Minimum of 2 years of experience in customer success, account management, or sales, ideally within a service-oriented industry.
• Proven track record of achieving client satisfaction, retention, and revenue growth goals.
• Strong interpersonal, communication, and problem-solving skills with the ability to present to groups and leadership.
• Proficiency in Microsoft Office Suite (Excel, Word, PowerPoint, Outlook).
• Ability to work independently, handle multiple priorities, and operate with a sense of urgency.
• Willingness to travel regionally and stay overnight as required.

Why Join Five Star?

• Competitive base salary based on experience and market alignment
• Performance Incentive Program:
  • Placement Commissions (Paid Monthly)
    • $50 per Inline Water Filtration Unit installed
    • $100 per Open Brew to Single Cup Conversion
    • $100 per Bevi Flavored Water Unit Installed
  • Gross Profit Growth (Paid Quarterly)
    • 10% Quarterly YOY growth bonus based on net GP increase
    $500 retention bonus for maintaining
    • 98% account retention
  • Seasonal/Initiative-Based Incentives: Announced quarterly, tied to special projects or campaigns
  • No earning caps – incentives are designed to reward proactive growth and customer retention.
• Vehicle Program:
  • Weekly allowance between $108–$132 based on MPG
  • Up to $3,200 annual maintenance reimbursement (tires, insurance, etc.)
  • $0.10/mile reimbursement for business mileage exceeding 15,000 annually
• Comprehensive health, dental, and vision insurance
• 401(k) with company match, paid time off, and holidays
• Growth-focused culture that rewards initiative, accountability, and results

EEO Statement

Five Star Breaktime Solutions is proud to be an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We encourage veterans and individuals with disabilities to apply.