Customer Success Manager in Alexandria, Virginia at National Association of Convenience Stores
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Job Description
About Us
The leading global trade association dedicated to advancing convenience and fuel retailing, NACS advances the role of convenience stores as positive economic, social and philanthropic contributors to the communities they serve and is a trusted adviser to retailer and supplier members from more than 50 countries. The U.S. convenience store industry, with more than 152,000 stores nationwide selling fuel, food and merchandise, conducts 160 million transactions daily and had sales of $860 billion in 2023. A member-driven organization, NACS has 70-plus employees and an annual operating budget of approximately $60 million.
NACS supports the industry through its media platforms, advocacy efforts, research, events, products & services, and industry initiatives, helping members stay informed and connected. NACS Media is the voice that connects the convenience and fuel retailing industry through various channels, including its award-winning monthly publication NACS Magazine, NACS Daily e-newsletter and other modern media such as its weekly Convenience Matters podcast and Convenience Corner blog. This is where ideas are shared, products are launched, and consumer needs are solved.
NACS also is a hub for cutting-edge research, insightful analysis, innovative educational opportunities and key industry initiatives that aim to advance the future of convenience and fuel retailing, including the NACS Show, one of the largest annual tradeshows in the country; more than a dozen targeted and regional events; 5 executive education programs at ivy-league universities and extensive advocacy to both elected leaders and the general public. Here is more about what it’s like to work at NACS.
Position Overview
NACS is currently looking for a results-driven individual contributor with deep industry knowledge of convenience and fuel retailing to develop long-term profitable customer relationships by making strategic, operational and measurable contributions to customers’ unique business objectives.
As the account owner, quarterback and driver of account enablement, adoption, expansion, and end-user engagement, the Customer Success Manager is a key player in shepherding AI-powered marketing solutions for multi-location businesses. You will proactively build relationships, identify and mitigate risk and expand product adoption in a one-to-many approach for our large portfolio of customers. With a high number of customers, you will be adept at managing multiple priorities without sacrifice to proactive customer delight.
Strong fluency in emerging technologies and the evolving retail landscape is essential. SaaS sales experience and a track record of successfully leading both startup and large-scale programs are preferred. The ideal candidate will excel at complex deal negotiations with key convenience retail decision-makers (C-suite, marketing, IT and operations), and CPG/manufacturer partners.
The role is located onsite at NACS Headquarters in Alexandria, VA.
Scope of Responsibilities
- Serve as the account owner and primary point of contact for a portfolio of high‑value customers utilizing THRIVR, providing thoughtful leadership and ensuring long‑term success
- Proactively build, maintain, and deepen customer relationships while serving as a trusted advisor understanding their business needs, priorities, and challenges within the convenience and fuel retailing industry
- Identify, monitor, and mitigate churn risk across the customer portfolio to support retention and organizational performance goals
- Drive product adoption, enablement, and expansion using proven customer success strategies that align customer outcomes with organizational objectives
- Maintain and grow recurring revenue through customer engagement, value realization, and expansion initiatives
- Analyze customer lifecycle metrics to inform onboarding, enablement, adoption, retention, and engagement strategies
- Quarterback internal and external initiatives by partnering cross‑functionally with sales, onboarding, support, product management, finance, operations, and other stakeholders
- Execute effective multi‑channel communication strategies leveraging email, video, phone, internal teams, and external champions
- Ensure high levels of customer satisfaction, reference‑ability, and advocacy through proactive engagement and issue resolution
Requirements:
- Bachelor’s degree strongly preferred
- 3-5 years of work-related experience in an account support role, with a customer centric mindset
- Proven track record of success in customer success, account management, or related roles, with demonstrated achievement of retention, growth, or customer engagement goals
- Highly organized with the ability to manage multiple accounts, priorities, and initiatives simultaneously in a fast‑paced environment
- Strong customer‑centric mindset paired with a balance of technical understanding and commercial acumen
- Excellent analytical, problem‑solving, and critical‑thinking skills with the ability to quickly assess situations and recommend effective solutions
- Strong written and verbal communication skills, with the ability to tailor messaging to various stakeholder audiences
- Experience interacting with and influencing senior‑level and executive stakeholders
- Ability to lead, manage, or influence cross‑functional internal teams and external customer stakeholders to achieve shared outcomes
- Experience in SaaS, enterprise software, social media management, SEO/GEO/AEO or technology‑enabled services environments preferred
- Proficient in CRM systems (i.e. HubSpot) and Microsoft Office products
NACS CultureWe hugely value, invest in and are devoted to the constructive culture that we’ve built and work on every day at NACS. Almost everything we do requires broad, multi-department collaboration to ideate and execute creative initiatives that deliver compelling value to our members and our industry. What that requires is a relatively flat organizational structure that empowers teammates at different levels from all departments to constructively engage and support each other. Titles really don’t matter in such an organization. What matters is a culture of constructive behaviors that relishes divergent perspectives to craft well thought-out initiatives and then come together to execute them. NACS Values:
- Do the right thing
- Focus long term
- In their terms
- Be fiscally responsible
- Strive for excellence
The NACS Culture is highly collaborative, and we are better when we are together. NACS is a culture that believes in working together from the office.
Other Pertinent Information
- Comprehensive Benefits Package
- Salary commensurate with experience
- Approximately 10% travel
- In-Office Position w/ Work From Anywhere (WFA) Days
- Metro Accessible – 2 blocks from King Street metro
NACS is an Equal Opportunity Employer, dedicated to a policy of non-discrimination in employment on any basis. All applicants will be considered for all positions on the basis of qualifications and without regard to race, color, religion, sex, national origin, age, marital status, veteran status, disability, sexual orientation, and any other legally protected status.
As the leading global trade association for convenience and fuel retailers, NACS advances the role of convenience stores as positive economic, social and philanthropic contributors to the communities they serve and is a trusted adviser to its retailer and supplier members from more than 50 countries. The U.S. convenience store industry, with more than 152,000 stores, conducts more than 160 million transactions daily and had sales of $860 billion in 2023. For more information, visit convenience.org. Follow NACS on LinkedIn, Twitter, Facebook and Instagram.