Customer Success Manager

It's fun to work in a company where people truly BELIEVE in what they're doing!

Fullsteam is a leading provider of vertical software and embedded payments technology dedicated to helping businesses flourish by providing their customers with seamless experiences. With a dynamic and growing team of over 1,900 employees, we are committed to driving innovation and delivering best-in-class software and payment solutions that empower small and medium-sized businesses across numerous industries. Our purpose is to help our customers grow their businesses and delight their customers. Join us and be a part of a forward-thinking company that values growth, excellence, and the success of our clients.

BridalLive, a Fullsteam company, is a leading SaaS provider for bridal retailers. Our platform helps stores streamline operations, enhance customer engagement, and grow revenue. We're seeking a Customer Success Manager who understands the bridal retail environment and has hands-on experience using BridalLive in-store.

Job Summary:

The Customer Success Manager (CSM) is responsible for onboarding new clients, driving product adoption, and ensuring long-term customer satisfaction and retention. This role is ideal for someone who has worked in a bridal store and used BridalLive firsthand, bringing practical insight to help our clients succeed.

Primary Responsibilities:

• Lead onboarding and training for new clients, ensuring a smooth transition to BridalLive's platform.
• Serve as the primary point of contact for assigned accounts, building strong relationships and understanding client goals.
• Monitor account health and usage to ensure clients are leveraging key features that drive retention and value.
• Assist clients with BridalLive Pay setup, including terminal ordering, installation, and configuration.
• Provide basic hardware troubleshooting and escalate technical issues as needed.
• Collaborate cross-functionally with Support, Product, and Sales teams to ensure client needs are met.
• Identify opportunities for upselling or expansion based on client usage and feedback.
• Maintain accurate records of client interactions and account status in CRM tools.
• Advocate for customer needs internally and contribute to product improvement discussions.

Skills & Competencies:

• Technical aptitude with POS hardware and cloud-based software.
• Ability to translate technical concepts into user-friendly guidance.
• Experience in bridal retail operations, sales, or inventory management

Minimum Qualifications:

• Prior experience working in a bridal store and using BridalLive software.
• 2+ years of experience in Customer Success, Account Management, or SaaS onboarding preferred.
• Strong understanding of SaaS platforms and customer lifecycle management.
• Experience with payment processing systems and hardware installation preferred.
• Excellent communication and interpersonal skills.
• Ability to work independently and manage multiple client relationships.
• Comfortable working remotely and aligning with Pacific Time Zone hours.
• Familiarity with CRM tools and support ticketing systems.

Fullsteam supports an inclusive workplace that values diversity of thought, experience, and background. Fullsteam is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, ancestry, age, physical or mental disability, sex, sexual orientation, gender identity/expression, pregnancy, veteran status, marital status, creed, status with regard to public assistance, genetic status or any other status protected by federal, state, or local law.