US Customer Success Lead (East Coast)

At Flipdish, we’re turning the tables in favour of independent restaurant and takeaway owners by providing them with the tools they need to make their lives easier. We provide our customers with a suite of powerful, but straightforward tech along with (real human) support, so they can thrive on their own terms.

Everything we do is designed to make running a restaurant satisfyingly simple, in a world that’s anything but.

 

About this role… 

Flipdish is seeking someone to lead our Customer Success team in North America.

You will join us in an incredibly exciting phase of transition and growth, we now require a player-coach to lead a small team Customer Success Associates and work directly with our clients in North America.

 

The successful candidate for this role will be looking for an exciting new challenge by implementing strategies to engage and grow hundreds of restaurant customers in the US and Canada. You should have a passion for building customer relationships, designing new processes, and driving commercial performance aligned to the company’s goals.

In this job, you’ll… 

• Manage hundreds of  of restaurant customers in the US and Canada, helping them engage with and derive value from Flipdish products
• Strategically lead, inspire and motivate a team of 1-2 Customer Success teammates of various levels of seniority and experience.
• Carry a monthly target for upsells and GMV growth
• Work closely with the Activations team to make sure new accounts are onboarded correctly and grow their orders quickly and efficiently
• Manage the performance of your individual contributors, ensuring they exceed their revenue and growth targets every month.
• Work closely with peer managers and commercial leadership to increase revenue, optimization levels and reduce churn across
• Expand the revenue potential in accounts through feature optimization, effective case management, and the introduction of new and partner products
• Provide regular, clear and concise presentations and communication to the commercial leadership team documenting areas for process improvement, KPIs, key business wins, and growth opportunities as well as challenges and areas for improvement.
• Collaborate with Product Marketing and Sales Enablement to run outbound campaigns to generate new opportunities for upsells and product engagement within the Customer Success Pool.
• Work with analytical tools to identify trends across key performance metrics and use data to understand where there are opportunities to create value and grow GMV in the Pool.
• Partner with other leaders within Flipdish to share ideas and customer feedback to create a world class customer experience for Flipdish clients.

We’re looking for… 

• An existing track record in positively influencing revenue growth and retention - a commercial mindset will be critical.
• Someone analytical with the ability to use data to drive decision-making (deep Salesforce knowledge is a plus).
• Someone highly organised with strong upward/downward communication - leading team meetings, goal-setting for ICs, and holding individuals accountable will be nothing new to you!
• A strategic thinker with the ability to see the “bigger picture” and plan for current and future needs.
• A background in selling or working in the hospitality industry - having empathy for our customers’ pain points and understanding their business needs.
• People take note of your direction and you are not afraid to voice an opinion that you feel would benefit your team and/or Flipdish.
• Determined to thrive in a dynamic fast-paced, SaaS environment while working through challenging problems and difficult customer conversations.
• Passionate about the product range that Flipdish offers and the benefits this will bring our customers.
• A high-energy, determined leader that works on their own initiative to drive consistent results in the team.
• Someone willing to put in time “off the field” to increase their skillset, improve the performance of their team and go above and beyond for our customers.
• Demonstrable experience in looking after a large book of business, likely in a Customer Success or Sales role
• Proven track record in minimizing customer churn.

What you get

We’re a growing startup and we understand that amazing incentives will attract amazing talent. As well as the perks, we provide unparalleled opportunities for career growth. If you’re smart, ambitious, and hard-working, we’ll do whatever it takes to make you a Flipdisher!

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