Customer Success Manager

📋 Description

• Oversee the onboarding and activation process for new customers transitioning from Sales, ensuring a seamless and successful initiation.

• Facilitate product training sessions to assist partners in understanding features, best practices, and immediate value opportunities.

• Manage a portfolio of SMB restaurant partners as their main point of contact.

• Cultivate strong, trust-based relationships through regular check-ins and strategic business reviews.

• Create and oversee customer success plans with defined goals, timelines, and KPIs.

• Track customer health metrics to proactively detect churn risks and identify retention opportunities.

• Recognize and facilitate upsell and cross-sell opportunities that align with customer needs.

• Ensure renewal success and promote long-term account growth.

• Represent the voice of the customer internally by sharing insights and feedback with Product, Sales, and Marketing teams.

• Examine usage data, performance trends, and campaign outcomes to provide actionable insights.

• Keep accurate account records and reporting in Salesforce and internal dashboards.

• Act as a point of escalation for customer issues, coordinating timely resolutions with internal teams.

⛳️ Requirements

• A minimum of 3 years of experience in Customer Success, Account Management, or a similar customer-facing position.

• Strong comprehension of the customer lifecycle—from onboarding through renewal and expansion.

• Demonstrated ability to establish consultative, trust-based relationships with SMB customers.

• Experience in conducting customer check-ins, quarterly business reviews (QBRs), and data-driven performance discussions.

• Comfort with customer health scoring, churn mitigation strategies, and success metrics.

• A data-driven approach, utilizing insights and trends to shape strategy and recommendations.

• Proficient in tools such as Salesforce, Outreach, G-Suite, ChiliPiper, and other CRM-driven systems.

• Exceptional written and verbal communication skills.

• Strong organizational and prioritization abilities across a broad account portfolio.

🏝️ Benefits

• Competitive compensation package including base salary, commission, and bonus opportunities.

• Comprehensive healthcare, dental, and vision benefits fully covered for employees.

• 15 days of paid time off (PTO), with additional PTO between Christmas and New Year.

• 401(k) retirement plan.

• Monthly stipend to cover home office expenses.