Flooid

The Customer Success Manager (CSM) is responsible for helping Flooid customers achieve lasting value from our retail technology solutions. Working with leading retailers mostly in the United States but also worldwide, you'll act as a strategic partner, supporting customers from onboarding and rollout through to adoption, optimization, and growth. By building trusted relationships, understanding customer priorities, and proactively addressing risks and opportunities, you'll help improve customer satisfaction, drive retention, and identify opportunities to expand the value Flooid delivers. Your success will be measured by the success of our customers and their ability to create seamless shopping experiences for millions of consumers every day.

Role Description The Customer Success Manager (CSM) is responsible for helping Flooid customers achieve lasting value from our retail technology solutions. Working with leading retailers mostly in the United States but also worldwide, you'll act as a strategic partner, supporting customers from onboarding and rollout through to adoption, optimization, and growth. By building trusted relationships, understanding customer priorities, and proactively addressing risks and opportunities, you'll help improve customer satisfaction, drive retention, and identify opportunities to expand the value Flooid delivers. Your success will be measured by the success of our customers and their ability to create seamless shopping experiences for millions of consumers every day. The primary duties of this position include: - Managing multiple customers, serving as the primary operational point of contact, and ensuring a smooth customer journey while using Flooid’s software. - Building and maintaining strong relationships with customers to understand their goals and help them achieve measurable outcomes using Flooid’s software. - Monitoring customer health metrics and usage data to proactively identify risks and opportunities for engagement or expansion. - Collaborating with cross-functional teams (e.g. Sales, Project, Product, Support) to resolve customer issues and improve the overall customer experience. - Conducting regular check-ins, business reviews, and training sessions to drive continued value and customer satisfaction. - Advocating for customer needs internally and providing feedback to the Product team to help guide feature development and enhancements. - Proactively identifying issues, troubleshooting, and delivering effective solutions. Qualifications - Experience in a Customer Success, Account Management, Service Delivery, or client-facing role, ideally within a SaaS or tech environment. - Experience managing a portfolio of accounts with varying needs and complexity. - Proven track record of improving customer retention, satisfaction, or account growth. - Experience conducting regular business reviews. - Experience using/implementing a CSM software. - Experience implementing CSM strategies and process. - Strong ability to build trust and long-term relationships with clients. - Excellent verbal and written communication skills for engaging with both technical and non-technical stakeholders. - Ability to manage onboarding, adoption, and renewal processes with attention to timelines and deliverables, all while valuing customer impact. - Comfortable analyzing usage data and customer metrics to guide strategy and actions. - Strong team player able to work effectively and cross-functionally with Sales, Product, and Support Teams. - US or International travel may occasionally be required, depending on project needs. Benefits - Benefits start on day one – medical, dental, vision, life, and disability coverage available. - Competitive salary. - Flexible PTO policy that allows for uncapped PTO. - Fully paid FMLA leave comparable to company-paid short-term disability coverage. - 12 weeks of fully paid parental leave. - 401(k) plan with company match.

Role Description At Flooid, we're looking for a Business Analyst to join our collaborative product and engineering teams. In this role, you'll work in an Agile environment to understand business needs, translate them into clear requirements, and help shape solutions that deliver real value for our customers. You'll play a key role in connecting stakeholders, product teams, and engineers, ensuring priorities are aligned, communication is clear, and everyone is working towards the same goals. This is a good opportunity for someone who enjoys documenting processes and requirements, improving ways of working, and influencing decisions through insight, teamwork, and effective communication. If you enjoy turning complex challenges into practical solutions, we'd love to hear from you. This position has great flexibility and the opportunity to work on a global scale. - Building and maintaining excellent relationships with both internal and external customers. - Eliciting clear and concise requirements while collaborating with an engineering team to provide solutions that meet business needs, both technically and functionally. - Defining requirements with internal and external stakeholders, maintaining scope, identifying and escalating risk, and communicating changes. - Facilitating the production of innovative retail software solutions and contributing to the collateral/documentation required to support the ongoing life cycle of the product portfolio. - Collaborating with Quality Assurance and the Product Owner to triage defects. - Reviewing Quality Assurance test scripts and conducting Business Analyst user acceptance testing, ensuring readiness for final Product Owner approval. - Carrying out Sprint reviews/demos with internal and external stakeholders, as required. - Answering customer questions regarding product functionality. Qualifications - Demonstrated experience working with project methodologies and knowledge of Agile software development techniques, such as defining user stories and acceptance criteria. - Strong analytical, problem solving, and critical thinking skills, with the confidence to ask questions and challenge opinions when necessary. - Excellent interpersonal skills, with the ability to build relationships with customers and stakeholders from across the business. - Advanced oral and written communication skills focused on attention to detail, accuracy, and quality. - Excellent organizational and time management skills, with the ability to set priorities, handle multiple responsibilities, and meet deadlines. - Experience working with external clients and third parties. - Experience in a retail or hospitality environment desired. Benefits - Benefits start on day one – medical, dental, vision, life, and disability coverage available. - Competitive salary. - Flexible PTO policy that allows for uncapped PTO. - Fully paid FMLA leave comparable to company-paid short-term disability coverage. - 12 weeks of fully paid parental leave. - 401(k) plan with company match. Company Description Flooid is an innovative software technology company offering cutting edge retail and hospitality solutions to major global brands, from point of sale, mobile, online, social, and beyond, as well as solutions for Cloud and Managed Services, ensuring our retail partners have everything they need to make the sale. Our customers’ needs are at the heart of what we do, and that focus has resulted in great historical success and an exciting strategy for where we are headed in the future. Location: United States – Remote or In-Office/Hybrid (primary office located in Cincinnati, Ohio). Because this role supports our global business, candidates must be based in the Eastern or Central Time Zones. Hours: Full-Time – At Flooid, we promote a flexible work environment that allows you to balance your work responsibilities with other priorities, like picking up your children, caring for an aging parent, or attending important family events.

Role Description At Flooid, the Product Manager plays a key role in shaping products that support some of the world’s leading retail and hospitality brands. This role is responsible for owning defined product areas, setting direction, and working closely with engineering, commercial, and customer-facing teams to deliver valuable, well-prioritized outcomes. Reporting to the Director of Product Management, the Product Manager balances customer needs, business priorities, and technical considerations. This is an individual contributor role, focused on impact, collaboration, and making thoughtful product decisions across the full product lifecycle. Role Responsibilities - Owning entire Flooid products or significant product areas, driving business impact. - Setting a clear vision for the product and developing a comprehensive product strategy that outlines how to meet the customers’ demands and defines the user experience, technical requirements, feature sets, and pricing structures. - Advocating for the product’s vision, gaining executive buy-in, and proactively aligning the stakeholders and strategy. - Guiding and mentoring junior members of the Product Management team. - Understanding and applying product lifecycle management tools, frameworks, and concepts. - Conducting thorough market research to identify market opportunities, assess competition, and understand customer preferences that inform product features and positioning. - Identifying customer needs and pain points by engaging in customer interviews, surveys, and user testing. - Overseeing the product development process, including developing a feature roadmap, setting timelines and milestones, and managing schedule, scope, and budget of release deliverables. - Creating, maintaining, and prioritizing the product backlog based on customer needs, business goals, and technical feasibility. - Driving cross-functional collaboration with various departments/teams to translate product requirements into tangible results and communicating effectively to ensure alignment on objectives and deliverables. - Collaborating with Marketing to define target customer segments, positioning, and messaging. - Evangelising and demonstrating Flooid’s products with internal and external customers. - Monitoring key product metrics and gathering feedback to evaluate the success of the product. - Using data-driven insights to make informed decisions about feature enhancements, updates, and future iterations. - Addressing complex product challenges requiring high-level decision-making with limited direct oversight. Qualifications - At least seven years working as a Product Manager or Product Owner in a software environment. - Experience in retail, hospitality, or payments technology desired. - Exposure to cloud-based platforms, APIs, or complex software ecosystems desired. - Strong understanding of product lifecycle management and Agile delivery practices. - Ability to work under pressure to tight timescales, to prioritise effectively, and to make balanced decisions using customer, business, and technical inputs. - Experience working cross-functionally with engineering and non-technical stakeholders. - Ability to clearly and confidently communicate (written and verbal) and effectively collaborate with diverse teammates across the global business. - Analytical mindset with the demonstrated skills to interpret data and user feedback. - Familiarity with modern discovery practices such as user research and testing desired. - Experience supporting commercial discussions, pricing, and product positioning desired. - Comfort working with a level of autonomy and accountability. Benefits - Benefits start on day one – medical, dental, vision, life, and disability coverage available. - Competitive salary. - Flexible PTO policy that allows for uncapped PTO. - Fully paid FMLA leave comparable to company-paid short-term disability coverage. - 12 weeks of fully paid parental leave. - 401(k) plan with company match. Company Description Flooid is an innovative software technology company offering cutting edge retail and hospitality solutions to major global brands, from point of sale, mobile, online, social, and beyond, as well as solutions for Cloud and Managed Services, ensuring our retail partners have everything they need to make the sale. Our customers’ needs are at the heart of what we do, and that focus has resulted in great historical success and an exciting strategy for where we are headed in the future.

• Develop and execute a proactive new business sales strategy targeting large enterprise retailers, with a special focus on Canadian customers. • Identify and engage key decision-makers (CIOs, CTOs, Store Operations Leaders, and Procurement Teams) within target accounts. • Build and manage a strong pipeline of net new business opportunities, driving deals through the full sales cycle from prospecting to close. • Consistently achieve and exceed sales targets and quota through disciplined pipeline management. • Lead high-impact sales presentations, product demonstrations, and value-based conversations to showcase Flooid’s solutions. • Work closely with Pre-Sales, Solutions Consultants, and internal stakeholders to develop tailored proposals that align with customer needs. • Develop deep industry knowledge and competitive insights to position Flooid effectively against competitors. • Collaborate with marketing and business development teams to optimize lead generation and conversion. • Own and manage contract negotiations, working with legal, finance, and deal desk to finalize agreements. • Actively track all sales activities in CRM, ensuring accurate forecasting and reporting. • Travel to customer and prospect locations as needed (up to 25%).

• Owning entire Flooid products or significant product areas, driving business impact. • Setting a clear vision for the product and developing a comprehensive product strategy that outlines how to meet the customers’ demands and defines the user experience, technical requirements, feature sets, and pricing structures. • Advocating for the product’s vision, gaining executive buy-in, and proactively aligning the stakeholders and strategy. • Guiding and mentoring junior members of the Product Management team. • Understanding and applying product lifecycle management tools, frameworks, and concepts. • Conducting thorough market research to identify market opportunities, assess competition, and understand customer preferences that inform product features and positioning. • Identifying customer needs and pain points by engaging in customer interviews, surveys, and user testing. • Overseeing the product development process, including developing a feature roadmap, setting timelines and milestones, and managing schedule, scope, and budget of release deliverables. • Creating, maintaining, and prioritizing the product backlog based on customer needs, business goals, and technical feasibility. • Driving cross-functional collaboration with various departments/teams to translate product requirements into tangible results and communicating effectively to ensure alignment on objectives and deliverables. • Collaborating with Marketing to define target customer segments, positioning, and messaging. • Evangelising and demonstrating Flooid’s products with internal and external customers. • Monitoring key product metrics and gathering feedback to evaluate the success of the product. • Using data-driven insights to make informed decisions about feature enhancements, updates, and future iterations. • Addressing complex product challenges requiring high-level decision-making with limited direct oversight.

Role Description The Flooid Sales Director for Canada will be responsible for driving net new revenue growth by identifying, prospecting, and closing new enterprise customers within Flooid’s target verticals. This is a pure hunter role focused on new logo acquisition, with an emphasis on selling to large retailers in Canada. The ideal candidate is a self-starter, highly motivated, and skilled at complex, consultative sales cycles with experience working closely with CIOs, CTOs, and senior decision-makers in enterprise retail environments. The Sales Director leverages Flooid’s solutions to address retailers’ challenges in POS modernization, self-checkout, loyalty, and customer engagement while establishing Flooid as the leading omnichannel transaction provider. Responsibilities - Develop and execute a proactive new business sales strategy targeting large enterprise retailers, with a special focus on Canadian customers. - Identify and engage key decision-makers (CIOs, CTOs, Store Operations Leaders, and Procurement Teams) within target accounts. - Build and manage a strong pipeline of net new business opportunities, driving deals through the full sales cycle from prospecting to close. - Consistently achieve and exceed sales targets and quota through disciplined pipeline management. - Lead high-impact sales presentations, product demonstrations, and value-based conversations to showcase Flooid’s solutions. - Work closely with Pre-Sales, Solutions Consultants, and internal stakeholders to develop tailored proposals that align with customer needs. - Develop deep industry knowledge and competitive insights to position Flooid effectively against competitors. - Collaborate with marketing and business development teams to optimize lead generation and conversion. - Own and manage contract negotiations, working with legal, finance, and deal desk to finalize agreements. - Actively track all sales activities in CRM, ensuring accurate forecasting and reporting. - Travel to customer and prospect locations as needed (up to 25%). Qualifications - At least seven years of experience selling enterprise SaaS software to retail industries and/or experience with complex, high-value enterprise level deals. - Hunter Mentality – Relentless in pursuing new business and closing deals. - Strategic Thinker – Ability to align Flooid’s solutions with retailers’ key business objectives. - Resilient – Thrives in a fast-paced, performance-driven environment, with the ability to work under pressure to tight timescales and prioritize accordingly. - Relationship Builder – Ability to gain trust and credibility with senior-level stakeholders. - Collaborator – Effectively communicates, interacts, and collaborates with diverse teammates across the business to achieve common goals. - Strong Negotiator – Can effectively navigate pricing discussions and complex deal structures for software and services. - Highly Organized & Data-Driven – Manages pipeline with discipline and provides accurate forecasting. - Self-Starter – Ability to quickly develop a working knowledge of Flooid products and services. Company Description Flooid is an innovative software technology company offering cutting edge retail and hospitality solutions to major global brands, from point of sale, mobile, online, social and beyond, as well as solutions for Cloud and Managed Services, ensuring our retail partners have everything they need to make the sale. Our customers’ needs are at the heart of what we do, and that focus has resulted in great historical success and an exciting strategy for where we are headed in the future.

• Client Relationship Leadership: Building and managing long-term relationships with customers and being the first point of commercial contact for them • Commercial Performance: Developing a pipeline of opportunities for whitespace, upgrades and new solutions, leading to account financial growth and closed deals. • The Power of Three: Building relationships across Glory and Acrelec to cross-sell Flooid solutions into their customers, and create opportunities for Glory and Acrelec to sell their products to Flooid’s customers. • Sales Administration: Ensuring all forecasting is accurate and up to date in Salesforce; being responsible for correct invoice processing and making sure payments are received on time, whilst working closely with the Finance team. • Developing a ‘trusted advisor relationship’ with key accounts, customer stakeholders and executive sponsors. • Communicating the progress of monthly/quarterly initiatives to internal and external stakeholders. • Updating your skills and knowledge by participating in educational opportunities, reading professional publications, maintaining personal networks and engaging with professional organisations. • Ensuring our current customers are satisfied by delivering exceptional client service on a day-to-day basis. • Monitoring and analysing customer usage of our product and recommending new features and products which will help their business grow. • Working with the ‘New Business Sales’ team, ensuring all new customers are onboarded and integrated into Flooid, building long-term relationships • Ensuring contract and legal documentation reflects business context, commercial priorities, and organisational needs.