Client Success Manager - SMB

Company Summary:Slang.ai is redefining customer engagement through conversational AI, making every interaction seamless and efficient. Our mission is to transform the restaurant industry by providing the ultimate voice AI solution for consistently outstanding customer experiences. At Slang.ai, we foster a culture of innovation, inclusivity, and growth, ensuring that every "Slangsta" (employee) feels valued and connected to our broader AI driven impact.
What Your Experience Will Be: As a Client Success Manager, SMB at Slang you’ll manage a high-volume portfolio of single-location restaurants, supporting them from onboarding through renewal. You’ll be responsible for launching new accounts, driving adoption, providing ongoing guidance, and ensuring customers see long-term success with Slang. You’ll play a hands-on role across the customer journey — including onboarding tasks, technical troubleshooting, and proactive outreach — with the goal of increasing retention and reducing churn.This role is ideal for someone who is scrappy, service-minded, and eager to grow. You’ll work closely with the broader CX team, contribute to scalable workflows, and help shape how we deliver value to our SMB customers. This is a remote role and may include occasional travel to visit customers or attend internal events.
Why You Belong Here & How You Will Grow:At Slang, we believe success starts with great execution and great service. In this role, you’ll gain valuable experience managing full customer lifecycles and working with hospitality operators in a fast-paced environment. You’ll learn how to onboard, support, and grow a book of business with autonomy, while contributing to scalable processes that improve outcomes across the team. We offer training, feedback, and growth opportunities to help you level up in customer success, technical product fluency, and strategic account management.

What Success Looks Like

• Customer Onboarding: You launch new SMB accounts, owning the kickoff process, configuration, and early success milestones. You provide clear guidance, manage timelines, and set customers up for long-term value.
• Driving Adoption: You coach customers on how to use Slang effectively and help them understand how it supports their day-to-day operations. You look for ways to boost engagement and usage of key features.
• Retention & Risk Management: You’re responsible for keeping your customers happy and successful. You identify risks early, respond quickly, and go the extra mile to save accounts at risk of churn.
• Support-Style Troubleshooting: You serve as a frontline contact for basic technical questions and usage issues. You triage problems and ensure customers get the help they need.
• Operational Hustle: You thrive in a high-velocity environment and can juggle multiple accounts, priorities, and tasks without dropping the ball. You follow through, even when things get messy.
• Customer Communication: You lead calls, send follow-ups, and document updates in a way that’s clear, timely, and professional. You know how to explain things simply and with hospitality in mind.
• Internal Collaboration: You partner closely with Sales, Implementation, and Support to ensure a smooth customer experience. You surface feedback and help improve handoffs, tools, and workflows.
• Voice of the Customer: You share insights from the SMB segment that help Slang improve its product and service. You advocate for the needs of smaller operators who may not always be heard.

What You Will Bring

• Customer Mindset: You care deeply about helping customers succeed. You’re responsive, persistent, and empathetic.
• Experience: 2–3 years in a customer-facing role, ideally in customer success, account management, onboarding, or support. Experience with small businesses or restaurants is a strong plus.
• Technical Aptitude: You’re comfortable learning new tools, troubleshooting basic issues, and guiding others through product workflows.
• Communication: You are clear, concise, and confident — whether on a call or in an email. You know how to make customers feel supported and informed.
• Grit & Follow-Through: You don’t take no for an answer when it comes to customer success. You follow up, ask the right questions, and stay calm under pressure.
• Time Management: You can manage a high volume of accounts and stay organized. You know how to prioritize and aren’t afraid to roll up your sleeves.