Customer Success Manager

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

📋 Description

• Manage a portfolio of restaurant and hospitality clients, ensuring measurable success with the MarketMan platform.

• Serve as the primary contact for customers following onboarding.

• Collaborate with the Onboarding team to facilitate smooth transitions after implementation.

• Establish and nurture trust-based relationships with customers.

• Encourage the use of MarketMan features and workflows.

• Monitor health scores and engagement indicators while managing churn risk.

• Implement save and success strategies to safeguard renewals.

• Oversee the entire contract renewal process, which includes forecasting, customer interaction, term negotiation, and administration.

• Identify opportunities for expansion and notify the Expansion team of qualified prospects.

• Assist customers in linking platform usage to reductions in food costs, waste management, and operational efficiency.

• Collect and analyze customer feedback while advocating for their needs within the organization.

• Track and report on metrics related to retention, health, engagement, and adoption.

• Complete projects or additional tasks in support of the Customer Success organization as assigned by leadership.

• Report to the Manager of Customer Success and work closely with Onboarding, Support, Sales, Expansion, and Product teams.

⛳️ Requirements

• 1–3 years of experience as a Customer Success Manager in a SaaS environment.

• Hands-on experience managing a customer portfolio, including renewals and retention efforts.

• Exceptional verbal and written communication skills.

• Proven ability to manage expectations and conduct structured, outcome-oriented discussions.

• Proactive and analytical approach to identifying and resolving customer challenges.

• Ability to quickly learn new software and guide customers through product workflows and integrations.

• Customer-centric mindset with a genuine desire to support hospitality operators in achieving success.

• Capability to collaborate effectively with Sales, Support, Onboarding, and Product teams.

• Familiarity with CRM and Customer Success platforms, such as Salesforce, HubSpot, or Gainsight.

• Fluent English is required.

• Professional fluency in at least one additional European language, such as Spanish, French, German, or Italian.

• Experience in hospitality, restaurant, or inventory management, or a strong understanding of industry operator challenges is a plus.

🏝️ Benefits

• Base salary ranging from €52–62k annually.

• On-target earnings in the €62–72k range.

• A safe and welcoming work environment free from discrimination and harassment.

• A diverse and inclusive atmosphere where everyone can thrive and feel a sense of belonging.

• Equal opportunity employment.

• Reasonable accommodations for applicants with disabilities.