Customer Success Manager 

Job Description

Responsibilities

What you will do

Own the account relationship

• Run a book of enterprise and mid-market restaurant accounts from onboarding to renewal
• Build relationships across the client org: Ops Heads, Training, CX, Area and Store Managers
• Be accountable for retention, adoption and account expansion targets

Drive adoption and outcomes

• Turn dashboard data into a clear narrative: what changed, what did not, what to do next
• Run weekly and monthly business reviews with client leadership
• Set measurable success criteria with each account and report against them
• Identify at-risk accounts early and build the recovery plan yourself

Deploy and enable

• Partner with the deployment team on new store rollouts and hardware installs
• Train client teams at HQ, regional and store level
• Build the enablement material that makes each rollout faster than the last

Grow the account

• Spot expansion opportunities: new stores, new brands within a group, new modules
• Work with the founders on pricing, renewals and commercial conversations
• Turn happy operators into references, case studies and introductions

Feed the product

• Log and prioritise client feedback with clear reasoning, not just a wishlist
• Work with product and engineering on what to build next
• Test new features with your accounts before they ship broadly

Your first 90 days

• Days 1 to 30: Learn the product end to end. Visit stores. Shadow live accounts and sit in on client reviews. Understand how the analysis is produced and where it can go wrong.
• Days 31 to 60: Take ownership of your first accounts. Run your first monthly review independently. Ship one improvement to how we report to clients.
• Days 61 to 90: Own your full book. Have a documented success plan per account, a clear renewal picture, and at least one expansion conversation in motion.

Who you are

Required

• 3+ years in client success, account management, key accounts or restaurant operations
• Experience owning commercial outcomes: retention, renewal or growth targets
• Strong with data. You can read a dashboard, find the story in it, and defend your conclusion
• Excellent written and verbal communication. You can present to a COO and to a store manager on the same day
• Willing to spend real time in stores. This is not a role you run from Slack
• Comfortable in an early-stage environment where the playbook is being written as you use it

Strong advantage

• Background in QSR, cafe, casual dining or retail operations
• Experience deploying software to frontline, non-technical teams across many locations
• Exposure to multi-unit or franchise structures
• Working knowledge of spreadsheets, BI tools or SQL

How we work

• Bias to action over process
• Direct communication and no politics
• Ownership without hand-holding

What we offer

• Real ownership of a function, not a seat inside one
• Direct access to the founders and a short line to decisions
• A front-row view of how the best restaurant operators actually run
• Competitive compensation, equity, and the scope to grow into a leadership role as the team scales

Are you interested in this position?
Apply by clicking on the “Apply Now” button below!
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