Customer Success Manager, Restaurant

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

📋 Description

• Oversee the comprehensive onboarding process for new restaurant partners

• Establish clear expectations, deliver training, and ensure complete system adoption

• Work in conjunction with integration and support teams to ensure a quick and seamless go-live

• Serve as the primary contact following the onboarding phase

• Cultivate trust and foster strong working relationships with restaurant operators and managers

• Monitor customer health and proactively resolve issues before they escalate

• Actively collect, track, and analyze customer feedback

• Identify trends, highlight challenges, and advocate for customer needs within the organization

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

• Assist in documenting and refining scalable customer success playbooks

• Engage cross-functionally with Sales, Product, Support, and Marketing teams

• Create new initiatives and support programs aimed at improving retention and satisfaction

• Ensure customers recognize the full value of Sadie and understand how to utilize relevant features

• Identify upsell opportunities or new integrations that enhance value

• Support expansion and referrals within multi-location groups

⛳️ Requirements

• Minimum of 2 years’ experience in customer success, account management, or hospitality technology

• Highly organized, empathetic, and focused on customer satisfaction

• Exceptional skills in relationship-building and problem-solving

• Strong written and verbal communication capabilities

• Comfortable operating in dynamic environments with competing priorities

🏝️ Benefits

• Competitive salary and performance-based incentives

• Comprehensive health and wellness benefits

• Opportunities for professional growth and development

• Flexible work arrangements