Customer Success Manager

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.

Requirements

• 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

Benefits

We offer Medical, Visi