Customer Success Manager (CSM) / Project Manager

About Working at KIOSK Information Systems:

KIOSK helps organizations digitally transform by enabling automation with self-service solutions to improve the customer experience, while increasing operational and cost efficiencies. With 30 years of experience and 250,000 kiosks deployed, KIOSK is a market leader and trusted partner of Top 100 Retailers and Fortune 500 clients delivering proven expertise in design engineering and manufacturing, application development, integration, and comprehensive support services. We offer an innovative portfolio of kiosk solutions along with managed services and IoT capabilities to ensure a seamless user experience. Self-service is a fast paced and exciting industry with high professional growth potential.

The company offers a full spectrum product portfolio with all solution disciplines in one professional / manufacturing campus. We are a high performing and customer-centric team. KIOSK provides a respectful, fun, and collaborative work environment with great benefits and work / life balance.

The Customer Success Manager (CSM) / Project Manager is responsible for building strong relationships with clients and ensuring their success while expertly managing manufacturing projects from booking to invoice. This role serves as the primary client liaison, addressing needs and identifying opportunities for growth and process improvement. In parallel, the CSM/Project Manager leads cross-functional coordination internally—working closely with operations, engineering, and finance teams to align on project timelines, resolve roadblocks, and maintain clear communication. The ideal candidate combines strategic customer advocacy with strong project management and internal leadership skills to ensure projects are delivered on time, within budget, and exceed client expectations.

Responsibilities:

• Client Relationship Management:
  Build and maintain long-term partnerships with clients by understanding their goals, providing consistent support, and acting as a trusted advisor throughout the customer lifecycle.
• Project Planning & Execution:
  Lead and oversee multiple manufacturing projects from initiation through completion. Align internal stakeholders on scope, timeline, and resource requirements to ensure projects are delivered on time and within budget.
• Cross-Functional Collaboration:
  Coordinate with internal teams—including operations, engineering, finance, and logistics—to ensure project milestones are met, client expectations are clearly communicated, and deliverables align with both customer and company standards.
• Customer Advocacy:
  Act as a customer advocate within the organization, relaying feedback, identifying opportunities for improvement, and working closely with internal teams.
• Problem Solving:
  Track and review ongoing task list with customer and internal stakeholders. Employ a continual improvement methodology to ensure process gaps are addressed.
• Escalation Management:
  Address and resolve client issues quickly and effectively, ensuring high levels of customer satisfaction and retention. Inventory Management:
• Assist in managing customer owned inventory that is stored at on-site or off-site storage facilities.

Required Skills:

• Bachelor’s degree in Business Administration, Project Management, Engineering, Supply Chain, or a related field.
  (Equivalent work experience may be considered in lieu of a degree.)
• 3–5 years of experience in a customer-facing role such as Customer Success, Account Management, or Client Services—preferably within a manufacturing, logistics, or technical environment.
• Experience working in a fast-paced, matrixed organization, balancing internal coordination and customer needs.

Familiarity with ERP systems, inventory management tools, or CRM platforms (e.g., Salesforce, HubSpot) is highly desirable.

Desired Skills:

• Excellent Communication:
  Strong verbal and written communication skills to effectively interact with customers and internal teams.
• Relationship Building:
  Proven ability to build, manage, and nurture long-term client relationships.
• Analytical Thinking:
  Proficiency in using data and metrics to monitor customer health and drive decision-making.
• Problem-Solving:
  Ability to quickly diagnose issues, propose solutions, and coordinate resources for resolution.
• Technical Proficiency:
  Technology background preferred in a technical support role.
• Time Management:
  Strong organizational skills with the capability to manage multiple accounts and prioritize tasks effectively.
• Customer-Centric Mindset:
  A passion for customer success, with a proactive approach to meeting client needs and exceeding expectations.
• Experience:
  Previous experience in customer success, account management, or a related field is preferred.

Travel:

• Overnight travel (less than 10%)

Physical:

• Must be able to sit and stand for a duration of 8 hours

Starting Salary - $64,400.00 annually. Final compensation for this role will be determined by various factors such as a candidate’s relevant work experience, skills, and certifications.

Benefits-

KIOSK values its employees by supporting them with a full benefits package including:

• Medical (3 plans to choose from) *one plan 100% employer paid
• Dental (Employer paid for EE only coverage)
• Vision (Employer paid for EE only coverage)
• Life Insurance (2x's base salary Employer paid)
• Short and long term disability insurance (Employer paid)
• FSA / Dependent Care FSA / Health Savings Account with Company Contributions
• 401(k) match with immediate vesting
• Employee Assistance Program
• Paid Time Off
• 10 Paid Holidays per calendar year

Salary : $64,400