Customer Success Manager

About the Role

The Customer Success Manager (CSM) is responsible for building strong client partnerships and ensuring every customer experience 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.

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 3 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.

What We Offer

• Competitive base salary

• Quarterly Retention Bonus: Up to $8,000 annually based on customer retention (96–100%)

Incentives for Growth & Retention:

• Pricing incentive up to 2.25% of unit revenue growth above CPI goals (uncapped potential)

• Micro Market conversion bonuses ($200–$400 per installation)

• RFP/Rebid commissions up to 2% on retained accounts

• Water program and ATM installation incentives

Vehicle Program:

• Weekly allowance between $108–$132 based on MPG

• Up to $3,200 annual vehicle maintenance reimbursement (to include insurance reimbursement)

• Additional $0.10/mile reimbursement for business miles over 15,000

Other benefits:

• Comprehensive health, dental, and vision insurance

• 401(k) with company match, paid time off, and holidays

• A collaborative, growth-driven culture that rewards initiative 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.