Customer Success Manager

Who We Are

Bravo leads the specialty retail POS software market, delivering comprehensive solutions for firearms dealers, pawn shops, and specialty retailers. Our platform combines POS, inventory management, eCommerce, and mobile capabilities that our customers love. Now we're doubling down on customer expansion to fuel our next phase of growth.

The Opportunity

Bravo Store Systems is looking for an exceptional Customer Success Manager to join our Customer Support Team. In this role you will be responsible for supporting our customer relationships, mapping customer needs to Bravo's Product Success, and driving increased value to our customers. You'll lead the ongoing customer journey beyond implementation, ensuring long-term satisfaction and growth for clients of varying sizes. This role requires strong relationship management skills, effective cross-functional collaboration, and a customer-centric approach to drive product adoption and revenue expansion.

Who You Are

Primary characteristics to be successful in this position include:

• Empathy: Customer growth journeys can be challenging and sometimes frustrating. You must be sensitive and have awareness of the obstacles that come with scaling and optimizing software usage.
• Curiosity: Every customer and each business is unique, and you will need to be ready to act as a proactive solution agent.
• Motivation: Because growth can be difficult, you will need to be enthusiastic, encouraging and understanding to create successful outcomes for all customers.

What You'll Do

• Work in conjunction with other Customer Success Managers to oversee customer account growth, expansion opportunities, and ongoing value delivery.
• Communicate with internal cross-functional teams including Bravo Development, Support, Sales, Marketing, Finance, and Product Teams.
• Identify and communicate account risks and expansion opportunities.
• Actively collaborate to find solutions to challenges that arise with customer adoption and usage.
• Manage day-to-day customer interaction during post-implementation phases.
• Set and manage customer expectations for success plans and business reviews.
• Ensure customer has appropriate understanding of product capabilities, best practices, optimization opportunities, and growth potential.
• Maintain organizations effectiveness and efficiency by defining, delivering, and supporting strategic goals within customer success initiatives.
• Help customers build confidence, capabilities and productively handle change.
• Demonstrate a high degree of intellectual curiosity and ability to absorb new concepts quickly.
• Seek to cultivate a positive attitude and collaborative spirit.
• Contribute to customer success projects, improvements, and innovations.
• Support the onboarding process for new accounts to ensure successful implementations.
• Provide internal operations support including managing content ingest and delivery, reconciling invoicing, optimizing and documenting workflows, and contracts management.

What You Bring

• 2-4 years of account management, consulting, project management, or software sales experience.
• Client facing experience within a software company is required.
• Proven ability to manage multiple projects simultaneously with meticulous attention to detail.
• Strong analytical skills with experience building and interpreting customer data to influence stakeholder decisions.
• Experience discovering key goals and steering customer stakeholders with success plans.
• Exceptional communication and presentation skills with ability to interact effectively at all organizational levels, including C-Level clients.
• Knack for learning new technology and creative solution-based thinking when facing challenges.
• Work independently with minimal supervision while maintaining strong team-based work ethic.
• Customer advocate who is adaptable, reliable, coachable, and knows when to ask for assistance.

What We Offer

• Remote-first culture with a flexible work environment
• Competitive compensation, with health, dental & vision insurance
• Generous PTO + paid holidays
• Opportunity to grow with a mission-driven, scaling SaaS company

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If you're ready for a hands-on role with career development opportunities, let's talk. We're looking for folks who want to be part of something big. Send your resume to Mariea Boyd at: Marieab@Bravostoresystems.com.

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