Customer Success Manager

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

📋 Description

• Manage a portfolio of POS customers throughout all phases of the post-go-live lifecycle, emphasizing the complete adoption of both the Owner’s Core Online Ordering platform and Point of Sale.

• Provide continuous value by advising customers on in-store growth strategies, loyalty program implementation, mobile app enhancement, and increasing sales volume.

• Perform Value Reviews that connect product utilization to customer business results: month-over-month sales growth, conversion rates, in-store revenue, and digital channel effectiveness.

• Identify and address churn risks by tracking customer health indicators, proactively reaching out to at-risk customers, and handling cancellation discussions with effective objection handling skills.

• Work collaboratively across departments such as Product, Launch, Support, and Sales to extract POS customer insights, promote product enhancements, and discover growth opportunities.

• Assist in developing POS playbooks by contributing to processes, Standard Operating Procedures (SOPs), and scalable frameworks as the team expands.

⛳️ Requirements

• A minimum of 2 years of experience in Customer Success or Account Management within a POS or restaurant technology firm.

• Experience managing targets that included Net Revenue Retention (NRR), Gross Revenue Retention (GRR), and/or retention metrics.

• Familiarity with POS hardware payment processing technology and in-store operations of restaurants.

• Demonstrated success in managing customer churn and fostering product adoption in a SaaS setting.

• Proficient in tools such as Salesforce, SalesLoft, Claude, Notion, and Slack.

• Experience in B2B2C settings, preferably in the food/hospitality and technology sectors, with an understanding of industry trends and competitive dynamics.

• A dedication to personal development and ongoing improvement.

🏝️ Benefits

• Comprehensive health coverage

• Remote-first workplace

• Unlimited Paid Time Off (PTO)

• Additional enjoyable perks!