As the Manager of Customer Success, you will play a vital role in ensuring our customers are engaged, satisfied, and successful with our online ordering, delivery, and marketing solutions. You will lead a team focused on driving the growth and retention of our customer base. This role requires a customer-first mindset and a strategic approach to improving customer lifetime value (CLTV) and maximizing the adoption of our platforms. You'll collaborate with the SVP of Customer Success, along with cross-functional teams, to continuously improve the customer experience. This role is 100% remote and can be based anywhere in the United States or Canada. The impact you will have: As the Manager of Customer Success, you will be instrumental in shaping the overall customer experience and long-term success of our clients. Your work will directly impact the company's growth by: - Reducing Customer Churn: Through proactive monitoring and tailored retention strategies, you will help reduce churn, ensuring customers continue using and benefiting from our platforms. - Increasing Customer Lifetime Value: By fostering deeper relationships with customers and identifying opportunities for upselling or cross-selling, your efforts will significantly contribute to higher customer lifetime value (CLTV). - Improving Customer Experience: You will be at the forefront of identifying and addressing customer needs, ensuring their experience with our platform is seamless, successful, and consistently improved over time. - Driving Customer Advocacy: Your role will cultivate satisfied customers who become advocates, helping build a positive reputation for our brand and encouraging referrals through word-of-mouth or formal programs. Your leadership in retention efforts will be pivotal in sustaining the company's growth, revenue, and market position in the competitive restaurant technology space. Who you'll work with: - SVP of Customer Success - Other Managers of Customer Success - Leaders of Customer Support, Launch, and Sales - Product Leaders - Operations + Enablement Minimum requirements: - Experience: 5+ years of experience in customer retention, customer success, or account management, preferably in the SaaS, POS, or restaurant technology sector. - Leadership: Experience managing a customer-facing team, with proven ability to drive performance and nurture team growth. - Objection Handling: 2-3 years in software sales, preferably to small business owners. Strong understanding of objection handling and isolation best practices with the ability to up-level reps on these critical skills - Customer-Centric Mindset: A deep commitment to delivering an exceptional customer experience, with a track record of building and maintaining strong relationships with clients. - Analytical Skills: Strong analytical skills with the ability to interpret customer data and metrics, turning insights into actionable strategies for customer retention. - Communication Skills: Excellent verbal and written communication skills, with the ability to effectively engage with customers and collaborate cross-functionally with internal teams. - Problem-Solving: Proven problem-solving skills, with the ability to anticipate customer needs and proactively address challenges before they escalate. - Adaptability: A highly adaptable individual who thrives in a fast-paced environment and is able to manage multiple priorities and meet deadlines. - Technical Aptitude: Ability to demonstrate using AI to drive business efficiency. Familiarity with SaaS platforms, restaurant tech, online ordering systems, or POS solutions is a plus. Interview Process Recruiter Screen: 30-minute phone call to align on your background, what you're looking for, and answer any early questions Hiring Manager Interview: 45-minute video interview with the hiring manager to go deeper on your leadership experience, customer success knowledge, and management approach Case Study + Live Overview: A take-home exercise followed by a live presentation that gives you an opportunity to showcase your thinking, relevant experience, coaching approach, and communication style Cross-Functional Partner Interview: Video interview with key cross-functional partners focused on collaboration, communication style, and how you work across teams Final Round: Conversation with senior leadership to discuss vision, team fit, and long-term impact in the role Pay & Benefits: - The estimated base salary range for this role is $125K-155K USD plus a generous equity pre-IPO equity package - Other benefits include comprehensive health coverage, work from anywhere (100% remote workplace), unlimited PTO - plus extra fun perks!