This person will own the restaurant's first 30-90 days after the sale --- understand the business + owner...complete implementation...prove measurable value...and build a Success Profile that allows Customer Success to continue the relationship without restarting discovery.

This is not a reactive support role --- we need someone who can analyze performance...identify the biggest opportunity or risk...make a clear recommendation...and confidently drive the customer toward action.

What You Will Own:

--- Build a complete Restaurant Profile covering the restaurant's concept, market, operations, capacity, fulfillment model, technology, diner behavior + realistic performance potential

--- Understand the Owner Persona --- what they care about...how they define value...which metrics they trust...where they are skeptical + how they prefer to communicate

--- Drive setup, link insertion, product activation + the behaviors required to create the first measurable customer outcome within 30 days

--- Compare expected performance to actual performance across orders, revenue, traffic, calls, directions, menu views, reviews, visibility, engagement + product adoption

--- Diagnose whether performance gaps are caused by setup...adoption...discoverability...restaurant operations...market conditions...customer perception or something else

--- Recommend the one or two actions most likely to improve the restaurant's results --- not overwhelm the customer with a generic feature list

--- Identify implementation issues, adoption gaps, low perceived ROI, churn risk, Link Boost potential, multi-location opportunities + other appropriate expansion paths

--- Build a personalized Success Profile documenting the restaurant's goals, KPIs, value proven, risks, growth opportunities, communication preferences + next best actions

--- Transition the account to Customer Success only when it is stable...the context is complete...initial value has been demonstrated + the next step is clear

--- Maintain strong operating discipline across CRM hygiene, documentation, follow-up commitments, task management + cross-functional execution

The 30/60/90 Customer Motion:

Days 1-30 --- Understand + Prove

The goal is to understand the account...set realistic expectations...complete the required activation work + prove an early measurable win.

--- Validate the data-generated Restaurant Profile through structured discovery

--- Understand the owner's goals, priorities, skepticism, decision criteria + definition of value

--- Confirm the restaurant's operating model, kitchen capacity, growth constraints + current ordering ecosystem

--- Complete core setup, link insertion, activation + the adoption behaviors relevant to that restaurant

--- Clearly explain what BeyondMenu can influence + how value will be measured

--- Never make unsupported promises around orders or revenue

--- Document at least one credible and measurable customer outcome within the first 30 days

Success at Day 30 means: We understand the restaurant + owner...core setup is complete...initial adoption is established + measurable value has started to become visible.
Days 31-60 --- Diagnose + Optimize

The goal is to turn early performance data + customer feedback into a focused plan for improvement.

--- Compare expected performance to what is actually happening

--- Identify the largest gap, strength, constraint or opportunity

--- Determine the actual root cause --- not just the surface-level symptom

--- Recommend the one or two actions most likely to materially improve the outcome

--- Confirm whether the customer completed the action + measure whether it changed performance, adoption, engagement, sentiment or risk

--- Update the Restaurant Profile when actual customer behavior challenges the original hypothesis

--- Begin building the long-term Success Profile

Success at Day 60 means: The AM can clearly explain what we expected...what is actually happening...why the gap exists...what action we recommended + whether it worked.
Days 61-90 --- Advise + Transition

The goal is to stabilize the account...reinforce the value story...finalize the long-term plan + complete a no-reset handoff to Customer Success.

--- Confirm what is working...what is not + what matters most to the owner

--- Translate the results into a clear recommendation for the next phase

--- Finalize the Success Profile with value proven, adoption status, risks, opportunities, communication guidance + next best actions

--- Conduct a structured handoff so Customer Success inherits the complete customer context

--- Transition the account when it is ready --- we should not hold a healthy account until Day 90 simply because the framework says 90 days

Success at transition means: Customer Success receives a stable account...a complete profile...a credible value story + clear ownership of the next action.

Challenger-Based Selling:

This role requires demonstrated Challenger-based selling ability in a post-sale environment.

Challenger selling does not mean being confrontational --- it means using insight, data + business judgment to help the owner recognize an opportunity or risk they may not see on their own...while maintaining trust + taking responsibility for moving the conversation forward.
Teach

Bring a clear point of view grounded in the restaurant's profile, market, operating model + actual performance.

Help the owner understand what is driving the result --- especially when they are overly focused on one metric or operating from an incomplete assumption.
Tailor

Connect the recommendation to that specific restaurant + owner.

The conversation should reflect their business model...goals...constraints...communication style...language + definition of success.
Take Constructive Control

Make a clear recommendation...explain why it matters...address resistance directly...establish mutual commitments + leave every meaningful conversation with a defined next step.
Challenge With Evidence + Empathy

Acknowledge the owner's concern without automatically accepting their conclusion.

Separate perception from observed performance...introduce a stronger perspective + explain what the evidence suggests we should do next.
Commercialize Proven Value

Identify expansion opportunities only after value + fit have been established.

Growth recommendations should connect directly to the customer's Success Profile --- not feel like an unrelated or forced upsell.

The conversation should sound like:

"Based on your type of restaurant + market...this is what we expected --- this is what we are actually seeing --- here is where you are doing well...here is the biggest opportunity + here is what I recommend we do next."

How Success Will Be Measured:

--- Setup + required product activation

--- Time to First Value

--- Percentage of accounts with a measurable customer outcome within 30 days

--- Product adoption + improvement in the behaviors expected for each Restaurant Profile

--- Quality + completeness of Restaurant Profiles, Owner Personas, Performance Diagnoses + Success Profiles

--- Percentage of accounts transitioned with a complete and actionable AM-to-CS handoff

--- Customer engagement, sentiment + completion of agreed recommendations

--- Directional contribution toward M3 GRR above 95%

--- Intervention effectiveness --- what action was taken...what changed + whether it produced the intended outcome

--- Appropriate identification + progression of risk, Link Boost, multi-location + other expansion opportunities

What We Are Looking For:

--- 3+ years of success in strategic account management, Customer Success, consultative sales or another customer-facing commercial role

--- A measurable history of improving customer adoption, retention, account health or expansion

--- Demonstrated Challenger-based selling capability --- Teach, Tailor + Take Control

--- Strong discovery + diagnostic skills --- able to move from a surface-level issue to the root cause...quantified impact + prioritized recommendation

--- Strong data fluency --- comfortable comparing expected versus actual performance + turning the analysis into a clear customer story

--- Commercial judgment + confidence working directly with restaurant owners and operators

--- Strong follow-up, CRM hygiene, documentation + cross-functional execution

--- Ability to manage a high-volume portfolio without losing personalization

--- Experience in restaurant technology, SaaS, marketplaces, digital marketing, online ordering or SMB Customer Success is strongly preferred

--- Comfortable operating within an evolving model + helping us improve the playbook as we learn

--- Bilingual (English/Spanish) preferred.

What Candidates Must Demonstrate:

We are going to ask candidates to demonstrate the work --- not just talk about it.
Customer Case Exercise

Review a sample Restaurant Profile + performance dataset...identify the largest gap + create a practical 30/60/90 approach.
Challenger Role-Play

Lead a conversation with a skeptical restaurant owner whose definition of value is incomplete...teach a relevant insight...tailor the recommendation...handle resistance + take control of the next step.
Portfolio Prioritization

Explain how you would prioritize healthy, underutilized, underperforming, at-risk, high-value + expansion-ready accounts.
Proof From Experience

Provide a specific example where your discovery + recommendation changed a customer's thinking, behavior or business outcome.
Handoff Judgment

Show what information must be understood + documented before an account should transition into long-term Customer Success.

The Standard:

A strong Strategic Account Manager does not complete a checklist + move on.

They understand the restaurant...prove relevant value...make a clear recommendation...measure whether it worked + leave the next owner of the relationship with more intelligence than they started with.

The operating loop is simple:

What should happen --- what does success look like --- what is happening now --- what should we do next --- did it work?

Then repeat.