3+ years in a customer-facing role within a SaaS company.
Bachelor's degree or equivalent experience.
Strong written and verbal communication skills.
Familiarity with Quick Service Restaurant (QSR) operations or previous hospitality management experience.
Detail-oriented with analytical and problem-solving abilities.
Proficiency in G-Suite, Salesforce, Zendesk, or similar CRM software.
Experience with HCM, Workforce Management, or payroll systems is a plus.
Responsibilities
Develop and maintain strong relationships with key accounts.
Monitor product usage and provide proactive coaching to enhance customer success.
Identify opportunities for upselling and cross-selling in collaboration with marketing teams.
Serve as the main escalation point for resolving client issues in a timely manner.
Manage contract renewal processes and coordinate with cross-functional teams.
Contribute to the development of product features based on customer feedback.
Benefits
Competitive salary within the stated range.
Opportunity to lead critical projects in a high-growth company.
Work in a fast-paced, global environment.
Be part of a collaborative and supportive team.
Full Job Description
We are excited to recruit for this pivotal Customer Success Manager role to ensure the ongoing satisfaction, value realization, and retention of our enterprise clients. You will serve as a success manager and a trusted consultant, playing a key role in delivering successful enterprise-level software transformations and driving growth for hospitality businesses within our Quick Service Restaurant (QSR) vertical.
What You'll Be Doing As a Customer Success Manager, QSR Vertical, you will be responsible for managing enterprise customers after successfully onboarding them onto the Harri platform, ensuring key relationships are developed and maintained post 'go live'.
Your responsibilities will include:
Developing and retaining positive relationships with key accounts and internal teams to serve as a trusted consultant to optimize their loyalty and marketing strategy.
Monitoring usage and product adoption, proactively delivering coaching and training to improve client utilization and showcase ROI through Executive Business Reviews.
In collaboration with Go-To-Market teams, identifying upsell, cross-sell, and New Restaurant Opening (NRO) opportunities to enhance client operations and generate new revenue.
Serving as the main escalation point for issues, working across Support and Technical Support teams to ensure timely resolution and SLA compliance.
Managing the renewal process for your book of business in partnership with cross-functional teams for contract renewals and billing reconciliation.
Understanding, adapting to, and helping to develop Harri's ongoing product and technology developments while regularly evaluating customer satisfaction.
More About You: What Can You Bring? We are looking for an individual who is an ambitious, self-motivated team player with a proven track record of managing enterprise client relationships and driving customer success. You will be passionate about delivering successful outcomes and possess:
3+ years in a customer-facing capacity at a SaaS Software company.
Bachelor's degree or commensurate experience.
Excellent communication (written and verbal) and presentation skills, with the ability to communicate effectively at all levels within an organization and present data-driven value stories.
Experience working with Quick Service Restaurant (QSR) concepts and/or an operational role (e.g., General Manager) in the hospitality industry.
Strong attention to detail with excellent analytical, organizational, and problem-solving skills.
Experience using G-Suite, Salesforce, Zendesk, and/or other CRM tools.
Experience with HCM, Workforce Management, or payroll systems is strongly preferred.
An ambitious and self-motivated team player who is comfortable working in a fast-paced environment and is ready to grow with a company.
When and Where You'll Be Doing It This is a full-time role based out of our NYC Office. The salary range for this position is $95,000-$100,000 (USD), depending on experience. This role reports directly to the Director of Customer Success.
What Will You Get in Return? Creating an environment which enables our people to thrive is crucial for us. Harri offers a comprehensive compensation structure designed to support you throughout your career here. You'll get:
Competitive salary within the stated range
The opportunity to drive critical projects for a high-growth, innovative company.
Experience working in a fast-paced, global environment.
A collaborative and supportive team environment.
*Please note this job description is not designed to cover or contain a complete listing of activities, duties or responsibilities that are required of the employee for this position. Duties, responsibilities and activities may change at any time.*
