Manager of Customer Success

About POS360

We are a rapidly growing technology company specializing in point-of-sale payment processing and delivery integrations for locally owned brick-and-mortar stores. Our mission is to accelerate the transition from traditional electronic cash registers to powerful new point of sale products. Our highly specialized systems address the specific pain points identified over a decade of working with neighborhood stores, markets, and restaurants. With an unrivaled dedication to delivering superior tools that are easy to use and a technical team providing industry-leading support, our systems open the door to the next level of success for our clients.

About the Role:

We are looking for a proactive and strategic Manager, Client Success to drive value for our clients by ensuring successful product adoption, maximizing engagement, and fostering long-term relationships. This role focuses on client enablement (activation), product adoption, retention, and growth, ensuring our clients achieve their business objectives while expanding revenue opportunities.

What You’ll Own & Drive

Lead Client Success Team:

• Manage, mentor, and develop a team of Client Success professionals focused on enablement, adoption, retention, and growth.
• Set clear goals, KPIs, and accountability for team performance.
• Foster a high-performance culture centered on client value & proactive engagement

Strategy & Enablement:

• Define and oversee client enablement programs to drive activation and accelerate time-to-value.
• Equip the team with effective tools, playbooks, and process frameworks to deepen client engagement.
• Ensure consistent and scalable best practices across the client journey.

Drive Product Adoption:

• Lead initiatives that expand adoption of key product features across the client portfolio.
• Use data-driven insights to refine client engagement strategies and identify adoption opportunities.
• Partner with internal teams to develop materials that support product education and utilization.

Retention & Revenue Growth:

• Oversee strategies to increase client retention, reduce churn
• Identify expansion opportunities and guide the team in executing growth existing clients.
• Monitor health scores, risk indicators, and customer feedback to prevent issues before they escalate.

Cross-Functional Collaboration:

• Partner closely with Sales, Product, and Marketing teams to align client success programs with broader business objectives.
• Serve as the voice of the customer, sharing trends, risks, and opportunities with senior leadership.
• Participate in strategic planning sessions that impact product roadmap and client experience.

Performance Tracking & Reporting:

• Track and report on team performance metrics and client success outcomes, and operational improvements
• Continuously refine processes to enhance efficiency, client satisfaction, and team productivity
• Implement industry’s best practices for customer success operations and reporting.

Qualifications

• 5 years in Client Success, Account Management, or related roles; 3 years in a leadership/manager role preferred.
• Proven success driving product adoption and revenue growth within a SaaS or technology environment.
• Strong ability to lead teams, manage performance, and build collaborative cross-functional relationships.
• Excellent communication, strategic thinking, and problem-solving skills.
• Experience with customer engagement tools, CRM platforms, and analytics dashboards.

Benefits :

• 401(k) Matching
• Dental Insurance
• Health Insurance
• Vision Insurance
• Paid Time Off
• Flexible Working Hours
• Free On-Site Gym Access

Position is full-time from our Westlake Village, CA office.

Please note that POS360 is a drug-free workplace and all candidates are required to undergo a pre-employment drug screening before being fully employed. This policy is in place to ensure the safety and health of all employees.

POS360, Inc. is an Equal Opportunity Employer

Equal access to programs, services and employment is available to all persons. Those applicants requiring reasonable accommodation to the application and/or interview process should notify a representative of the Human Resources Department.