Customer Success Manager (POS Solutions)

At GoWabi, we’re looking for a Customer Success Manager to help our salon, spa, and clinic partners successfully adopt and grow with GoWabi POS.

You’ll be the bridge between our partners and our Product & Tech teams — making sure partners don’t just use our POS, but actually get value from it.

What You’ll Do

1. Own the Partner Journey — From Day 1

• Lead the end-to-end onboarding and implementation of new GoWabi POS partners
• Set up, configure, and ensure smooth integration of the POS system
• Train salon, spa, and clinic owners and staff through online or onsite sessions
• Work closely with the Tech team to troubleshoot setup and integration challenges

2. Build Strong Partner Relationships

• Become the go-to person for your assigned POS partners
• Build trusted, long-term relationships with business owners and frontline teams
• Monitor usage, engagement, and performance to make sure partners are getting real value from GoWabi POS
• Identify opportunities to introduce relevant GoWabi solutions, campaigns, and premium features that can help partners grow

3. Solve Problems & Make Things Happen

• Handle partner questions and issues through phone, email, and chat
• Troubleshoot operational and product issues with patience, ownership, and a customer-first mindset
• Work closely with Product and Engineering to identify bugs, solve recurring issues, and improve the overall POS experience
• Create and improve FAQs, training materials, and other partner resources

4. Turn Feedback Into Better Products

• Proactively check in with partners, understand their challenges, and help prevent churn
• Listen to what partners actually need — not just what they say they want
• Turn partner feedback into clear, actionable insights for the Product team
• Track partner satisfaction, product usage, retention, and other key success metrics
• Help shape how GoWabi POS evolves as we scale

What We’re Looking For

• Bachelor’s degree in Business, Communications, IT, or a related field
• 3+ years of experience in Customer Success, Account Management, Implementation, or a similar role
• Experience with POS, SaaS, hospitality, retail, or beauty & wellness technology is a strong plus
• Great communication skills and the ability to build trust with business owners and frontline teams
• Tech-savvy and comfortable learning new systems — and explaining them in a simple, easy-to-understand way
• Strong problem-solving skills with a “figure it out” mindset
• Customer-first, proactive, and comfortable taking ownership from start to finish
• Able to work cross-functionally with Sales, Product, Tech, and Operations teams
• Comfortable with onsite partner visits when needed.