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Customer Success Manager

USAFull-Time$100K - $120K
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This is a 100% remote position.

Salary: $100k to $120k

In this role, you will be responsible for devising “solutions” for clients based on a deep understanding of our products and services. You will have a high level overview on client activities along with a very analytical state of mind and be able to present information backed by data.

  • Develop a deep understanding of our products or services and their value proposition to communicate and support customer needs effectively.
  •  Serve as the primary point of contact for assigned customer accounts, building strong, long-lasting relationships.
  • Proactively identify opportunities for upselling or cross-selling additional products or services to meet customer needs and drive revenue growth.
  • Proactively identify the needs of the client and devise solutions based on our available products and services.
  • Monitor customer usage and engagement metrics, identify potential issues or areas for improvement, and take proactive measures to address them.
  • Act as an advocate for the customer within the company, collaborating with internal teams to resolve customer issues and improve the overall customer experience.
  • Conduct regular check-ins and reviews with customers to gather feedback, address concerns, and ensure their ongoing success and satisfaction.
  • Maintain accurate records of customer interactions and activities in our CRM system.

Client Onboarding:

  • Welcome new restaurant partners and guide them through the onboarding process.
  • Collaborate with cross-functional teams to seamlessly integrate our services into their operations.

Account Management:

  • Build and maintain strong relationships with restaurant owners and managers.
  • This includes regular communication and relationship building with the larger franchisees of the client.
  • Conduct regular check-ins to assess customer satisfaction and identify areas for improvement.
  • Proactively address customer concerns and provide effective solutions.

Training and Education:

  • Educate restaurant staff on the features and benefits of our services.
  • Provide training sessions to ensure optimal utilization of our platform.
  • Create and update training materials based on customer feedback and evolving industry trends.

Customer Advocacy:

  • Act as the voice of the customer within the company, sharing insights with the product and development teams.
  • Encourage satisfied customers to become advocates, participating in case studies, testimonials, and referrals.

Data Analysis:

  • Analytical mind, with an objective of presenting all information that is data backed.
  • Monitor key performance indicators (KPIs) to identify trends and opportunities for improvement.
  • Utilize data-driven insights to provide actionable recommendations for enhancing the customer experience.
  • Present QBRs, regular check-ins to customer leadership.

Customer Feedback and Surveys:

  • Implement customer satisfaction surveys to gather feedback and measure customer sentiment.
  • Analyze survey results and develop strategies to address areas of improvement.
  • Create and maintain a customer health scorecard and present it internally to senior management.


  • Master’s degree in Business, Hospitality, or a related field.
  • 6+ years of customer success experience/ Proven experience in customer success or account management, preferably in the restaurant industry. 
  • Proven experience driving customer retention results, customer health metrics, and value
  • Proven experience increasing utilization metrics within assigned accounts
  • Strong understanding of restaurant operations, tech stack, and industry trends
  • Ability to articulate the power of education and learning to influence key business decision-makers
  • Strong sense of customer empathy and customer-centrism to convert relationship and value into advocacy
  • Entrepreneurial drive and ability to work autonomously in fast-moving, quickly-changing environments
  • Solving and analytical thinking to translate data into action
  • Extremely data-savvy, ability to analyze data and translate insights into actionable recommendations
  • Proactive problem-solving skills and a customer-centric mindset
  • Familiarity with CRM software and other relevant tools


We offer Medical, Vision, and Dental plans, along with a variety of other plans

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