Customer Success Manager

This is a fully remote position, open to applicants in Australia.

📋 Description

• Oversee the complete onboarding process for new restaurant partners.

• Establish clear expectations, deliver training, and guarantee full adoption of the system.

• Work alongside integration and support teams to ensure a quick and seamless go-live experience.

• Serve as the primary contact following the onboarding phase.

• Cultivate trust and build robust working relationships with restaurant operators and managers.

• Monitor customer health and proactively resolve issues before they escalate.

• Actively collect, track, and analyze customer feedback.

• Recognize trends, highlight pain points, and advocate for customer needs within the organization.

• Collaborate with the Product and Engineering teams to prioritize enhancements based on feedback.

• Assist in documenting and refining scalable customer success playbooks.

• Coordinate cross-functionally to ensure consistency across Sales, Product, Support, and Marketing.

• Develop new initiatives and support programs aimed at enhancing retention and satisfaction.

• Ensure customers comprehend the complete value of Sadie and how to utilize all relevant features.

• Identify upsell opportunities or new integrations that provide additional value.

• Facilitate expansion and referrals within multi-location groups.

⛳️ Requirements

• Possess 5+ years of experience in customer success, account management, or a role within hospitality technology.

• Demonstrate high levels of organization, empathy, and a strong focus on customer satisfaction.

• Enjoy building relationships and addressing challenges.

• Exhibit excellent written and verbal communication skills.

• Be comfortable navigating fast-paced environments with competing priorities.

🏝️ Benefits

• Comprehensive health and wellness benefits.

• Flexible working hours and remote work options.

• Opportunities for professional development and career advancement.