Customer Success Manager

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

📋 Description

• Take charge of the customer journey for a portfolio of independent restaurants and small groups, guiding them from initial results evaluation through to adoption, renewal, and growth.

• Assess account outcomes and pinpoint those that require attention.

• Conduct business reviews with General Managers and business owners.

• Analyze call data to detect any mishandled customer intent.

• Mentor operators on menu adjustments and configuration modifications.

• Own renewal results and identify potential risks through usage patterns and sentiment indicators.

• Execute documented save strategies for accounts at risk of churn.

• Promote the adoption of essential product features and correlate usage with operator performance metrics.

• Re-engage accounts experiencing declining usage trends.

• Identify and evaluate opportunities for additional locations and use cases.

• Collaborate with the Sales team on expansion efforts and support the overall Net Revenue Retention (NRR) objectives.

• Clarify product configurations and troubleshoot misfiring call flows.

• Assist non-technical operators in resolving issues.

• Report recurring customer issues to the Product and Support teams and ensure the feedback loop is closed.

• Contribute to the development of automated sequences, in-product nudges, and digital adoption playbooks.

• Utilize AI tools to prepare accounts, summarize call patterns, and draft communications for customers.

• Work collaboratively with Customer Success Managers (CSMs), Sales, Support, and Product teams.

⛳️ Requirements

• Minimum of 3 years in customer success, account management, or a similar client-facing role, focusing on retention and growth outcomes.

• Experience with small to mid-sized businesses or managing a high-volume portfolio is strongly preferred.

• Background in the restaurant sector, hospitality technology, or related SaaS solutions for operators is essential.

• Familiarity with phone systems, POS, or reservation platforms such as OpenTable, Resy, SevenRooms, or Toast is preferred.

• Understanding of restaurant economics and the ability to link product usage with covers, labor, and guest experience.

• Comfortable engaging with General Managers, owners, and hourly employees.

• Regular daily use of AI tools for drafting, research, data summarization, and preparation is required.

• Excellent written communication skills that are clear, concise, and friendly.

• Ability to handle frustrated emails and simplify complex fixes for understanding.

• Strong sense of ownership and ability to prioritize a customer portfolio effectively.

• Flexibility and comfort in dealing with ambiguity and feedback.

• Experience in developing or enhancing scaled/digital customer success programs is a plus.

🏝️ Benefits

• Equity package included in the offer.

• Comprehensive health, dental, and vision insurance coverage.

• Opportunities for professional development.

• Primarily remote work with occasional travel to headquarters and company events.