Customer Success Manager (POS Solutions)

Responsibilities

• Onboarding & Implementation: Lead end-to-end onboarding for new POS partners, ensuring smooth system setup, configuration, and integration with GoWabi’s platform. Deliver product training sessions (online or onsite) to salon/spa/clinic owners and staff. Collaborate with the tech team to tailor settings and resolve setup challenges.
• Partner Success & Account Management: Serve as the primary point of contact for assigned POS accounts, building strong, long-term relationships. Monitor partner usage, engagement, and performance to ensure they’re achieving their business goals. Identify opportunities to introduce relevant GoWabi services (e.g., marketing campaigns, premium features) that enhance partner success.
• After-Sales Support & Troubleshooting: Respond to partner inquiries via phone, email, or chat, resolving technical and operational issues with empathy and efficiency. Coordinate with product and engineering teams to address bugs and improve the POS experience. Maintain and update partner-facing resources such as FAQs, training guides, and knowledge base articles.
• Retention & Feedback Loop: Proactively check in with partners to ensure satisfaction, address concerns, and reduce churn. Gather partner feedback and share actionable insights with the product team to inform roadmap decisions. Track and report on satisfaction scores, usage trends, and retention metrics.

Qualifications

• Bachelor’s degree in Business, Communications, IT, or a related field.
• 1+ years in customer success, account management, or implementation roles — experience with POS, SaaS, or hospitality/retail systems is a plus.
• Strong interpersonal skills and ability to build trust with business owners and frontline teams.
• Tech-savvy with the ability to explain software in a clear, approachable way and a problem-solving mindset with a customer-first attitude.