WHO WE ARE

Impulsify is an award-winning, Denver-based software company committed to above and beyond service, unprecedented ROI to our customers, and ridiculously crazy giving to charity. We offer SaaS-based Retail Management Software including self-service payment solutions to a variety of channels within the hospitality industry including hotels, glamping sites, and luxury residences.

In May 2024, Impulsify was acquired by 365 Retail Markets (“365”), the most trusted global provider of unattended retail technology. For the last decade, 365 has been pioneering innovation and winning multiple awards for revolutionizing the market with superior technology, strategic partnerships and ultimate flexibility in customization and branding.

WHAT WE DO

We have a huge passion for those grab-and-go retail spaces that mean the world to visitors when they need a quick on-premise meal, snack, beverage, or forgotten essential.

Our self-service solutions are a game changer in a variety of industries where frictionless grab-and-go retail add experience and incremental revenue to commercial real estate common areas.

Using our data and retail expertise collected by our Technology Solutions, we design easy-to-implement retail spaces and provide the technology needed for non-retail business operators to succeed at retail without the need to fully understand the ins-and-outs of running a retail store.

WHY WE DO IT

We firmly believe that those who are blessed with success and opportunity should give on a ridiculous level to those who have little chance at either. We give to and serve charities that provide life-saving resources to the poorest of the poor and the underserved. All team members participate in annual campaigns, events, and volunteer projects to help improve the lives of those

in greatest need.

WHAT YOU DO

#1 Provide above and beyond, Impulsify RED service to customers, fellow team members, and those we serve through charity. Our culture is nothing - if it’s only a sign on the wall.

#2 Identify the tools, processes, and people needed to exceed our core values, metrics, mission, and goals.

#3 Take above and beyond care of our clients and users to ensure our products and services they invested in make a significant impact on they retail performance and their end users satisfaction!

And all the other things...

Opportunity Overview: As a Customer Success Manager at Impulsify, you will be the primary point of contact for our valued clients, ensuring they achieve their retail performance goals through effective use of our technology and services. You will collaborate closely with our Sales, Product, Services, and Marketing teams to deliver an exceptional customer experience, drive user adoption, and secure renewals and upsells.

• Customer Engagement: Understand and align with your customer’s primary objectives, ensuring they leverage Impulsify's platform effectively to meet their goals.

• Collaboration: Partner with your Sales Team counterpart to achieve benchmark goals for usage, renewals, and upsells.

• Strategic Advisory: Establish regular touchpoints (monthly, quarterly) with each assigned client to review retail performance and provide strategic guidance.

• Cross-Department Advocacy: Represent customer needs and issues to Product and Marketing teams, facilitating a well-defined remediation process to mitigate risks.

• Proactive Issue Resolution: Identify and address challenges impacting customer satisfaction or retention, including technical support escalations, declining or underperforming retail sales, low transaction counts and user adoption.

• Account Health Monitoring: Track account health metrics and take proactive measures to prevent churn.

Support User Adoption, Retention, and Expansion:

• Maintain comprehensive functional and technical knowledge of ImpulsePoint: Retail Management System and ShopPoP: Self-Service Kiosk, ad our enhanced programs and servcies
• Serve as the primary liaison for technical inquiries, issues, and escalations.
• Provide expert deployment and operational methodologies to train and enable users.
• Refer and recommend additional features, programs, and services that will improve retail performance and create expansion revenue opportunites.
• Escalate and resolve client satisfaction issues and platform engagement concerns.
• Collaborate with Sales, Marketing, and Product teams to ensure optimal customer experiences.
• Maintain meticulous documentation within HubSpot.
• Uphold a passion-driven, above-and-beyond approach in alignment with Impulsify’s core values.

Requirements:

• Minimum of 5 years of relevant experience in Customer Success at a B2B SaaS company.
• Proven track record managing $1M+ in recurring revenue with accountability for revenue churn.
• Experience training customers on technology/software.
• Strong analytical skills with the ability to interpret data and derive actionable insights.
• Exceptional customer service skills with the ability to build and maintain relationships through Zoom, telephone, and email.
• Excellent communication and interpersonal skills, capable of building rapport and trust with customers at all levels.
• Ability to manage multiple projects, handle tough conversations professionally, and work within tight deadlines.
• Self-motivated with a strong sense of ownership and accountability.
• Experience with CRM software; HubSpot preferred.

Compensation:

• Base Salary: $60,000 - $85,000 (based on education, experience, skills, and location).
• Variable Compensation: Eligible for a performance-based incentivess with an 80/20 base/variable mix.

PERKS

· Competitive compensation package

· Medical, dental, and vision insurance

· 401(k) employer match program

· Awesome office near the Platte in Denver – wait ‘til you see our deck!

· Impulsify RED happy hours

· Company picnics, retreats, parties, bowling, planking, and rewarding service projects are core to our team first mentality.

As we are a company 100% driven by team, service and culture, we do not offer ongoing telecommuting or WFH schedules for most positions.

We do offer flexible schedules and generous paid-holidays and PTO to maintain work/life balance.

If you are ready to be a part of our culture-driven team where your ideas are

heard and the opportunity for growth and advancement are limitless for

those who truly embrace what it is to be “Impulsify RED,” please send your resume to careers@impulsifyinc.com.