Customer Success Manager

Sauce is a premier restaurant technology platform aimed at helping businesses thrive in the local restaurant industry. The Customer Success Manager will be responsible for ensuring the long-term success of restaurant partners by providing support throughout their lifecycle, driving adoption, and advocating for customer needs.

Responsibilities:

• Own the book Manage a growing set of SMB restaurant accounts—track usage, adoption, health scores, forecast renewals, and hit quarterly NRR targets
• Identify expansion, upsell, cross-sell, and referral opportunities; partner with Sales to close them
• Drive adoption & ROI Train operators on Sauce’s platform and best practices, translating 'dollars saved' and 'orders gained' into clear next steps
• Run data-driven business reviews (QBRs) and health checks to surface wins and unblock growth Advocate for the customer Gather feedback, diagnose root causes, and route insights to Product & Ops for continuous improvement
• Serve as an escalation point for time-sensitive issues, coordinating with Support until resolution Work as one team Partner closely with Onboarding to deliver smooth go-lives Share playbooks, metrics, and voice-of-customer trends with Marketing, Sales, and Leadership

Requirements:

• 3+ years managing restaurant or hospitality accounts (SaaS or in-house ops)
• Deep understanding of off-premise ordering, delivery logistics, and restaurant unit economics
• Comfortable in Salesforce/HubSpot (or similar) and fluent in Excel/Sheets for KPI tracking
• Data-driven, organized, and proactive—you solve problems before the ticket is opened
• Clear communicator and active listener who can coach busy operators both in-person and over Zoom
• Genuine passion for helping local businesses win
• Experience collaborating with offshore or distributed teams