Customer Success Manager (US)

Are you motivated by building relationships, driving execution, and helping retail teams succeed in a fast-growing international company?

At IMBOX Protection, we are looking for a Customer Success Manager to lead customer engagement and field execution across North America. You will work closely with retail partners, store leadership, and internal stakeholders to ensure the successful adoption and growth of the IMBOX program across multiple retail banners.

What you will be doing

As Customer Success Manager, you will be the primary partner to Store Managers and District Managers across your territory, helping retailers maximize the value of the IMBOX program while delivering an exceptional customer experience.

In practice, you will:

• Visit stores frequently (50-75% time on the road, with overnight stays required) to train staff, resolve issues, ensure alignment, and drive operational excellence

• Act as the on-the-ground trainer and brand ambassador for IMBOX, coaching store teams on how to present, promote, and execute the IMBOX experience in the IMBOX brand voice.

• Monitor store performance, track KPIs, and develop action plans to improve results

• Maintain accurate CRM records, visit reports, and follow-up actions

• Regularly communicate with the in-house service team to support high-level performance, issue resolution, and customer retention.

• Support store-level campaigns, promotions, pilots, and new initiatives

Who you are

You are a self-motivated, hands-on professional who thrives in a fast-paced environment. You adapt quickly to change, work independently, and are comfortable representing IMBOX in the field while building strong relationships with store teams and customers.

We imagine that you:

• Are a high school graduate with 1 to 2 years of college preferred; minimum 3 years of retail management experience required

• Have a proven track record of building strong relationships and influencing stakeholders at multiple levels

• Strong communication, interpersonal, and written skills required.

• Strong ability to build and maintain relationships with Store Managers, District Managers, and internal stakeholders.

• Have the ability to translate CRM insights and store-level performance data into actionable, revenue-driving strategies

• Proven capability in identifying growth opportunities and driving customer loyalty.

• Experience presenting to small and large groups of people, including internal and external collaborators.

KPI's & Objectives

• Increase the average number of IMBOX treatments per store.

• Increase conversion rates and average number of treatments.

• Track performance against budget, prior year, and customer-specific goals.

• Track number of training sessions completed, both in-store and virtual.

• Maintain accurate CRM activity, store notes, contact records, and follow-up actions.

• Strengthen Store Manager and District Manager engagement across assigned accounts.

• Support and improve usage of the CSM Toolbox.

• Support successful pilots and store-level rollouts.

• Implement campaigns and contests, while tracking participation, results, and learnings.

Compensation & Benefits

• Vacation Days: 20 vacation days annually, in addition to 11 U.S. federal holidays

• 401(k): 100% match up to 6% of salary

• Health Insurance: 80% employer-paid / 20% employee contribution

• Work Hours: Standard 40-hour work week (9:00 a.m. – 5:00 p.m.) with flexible scheduling options

• Equipment Provided: Laptop and mobile phone

• Access to LifeTime Gym at Chicago River North

Practical information

Place of work: Our office in Chicago, IL

Start date: August 2026 or ASAP (flexible)

We review applications on an ongoing basis.

About IMBOX

At Imbox Protection, you’re not just joining a company, you’re stepping into a fast-moving scale-up journey where ideas turn into action quickly and impact is visible from day one. We operate in a dynamic environment where growth is constant and change is expected.

IMBOX Protection is a global leader in automated protection solutions for footwear and apparel retail. Backed by a leading private equity fund, IMBOX is on an ambitious growth journey with a clear strategy and strong governance. We operate in 40+ markets globally and are expanding rapidly across key regions, including Asia.

We value curiosity, drive, and collaboration. In return, we offer an environment where learning happens fast, decisions are made close to the action, and your work has a clear and measurable impact. If you’re motivated by pace, purpose, and the chance to help shape a scaling business from within, this is the kind of place where you can make a real difference.