Customer Success Manager

Crunchtime is a global software development company that provides a platform for restaurant brands to manage their operations. The Customer Success Manager will drive successful adoption of the Crunchtime platform among customers, optimize product value, and manage ongoing customer relationships to encourage growth and loyalty.

Responsibilities:

• Drive successful adoption of Crunchtime within your portfolio of customers
• Become an expert user of Crunchtime platforms so that you can provide credible guidance on how best to apply the tools to customers' specific operational processes and business challenges
• Using a consultative approach, help customers optimize product value by guiding them on leveraging new or unused features
• Manage the ongoing customer relationship to encourage growth, expansion and loyalty
• Identify new opportunities to expand Crunchtime to support additional work processes or departments within the customer’s business
• Track and close renewal business
• Advocate for customers internally by collaborating with our Product team to translate customer feedback into product requirements
• “Prime the pump” for customer case studies, quotes and testimonials by identifying advocates and sharing great stories with our Marketing team

Requirements:

• An excellent ‘explainer.'
• You are organized and process-oriented, and enjoy uncovering opportunities to improve efficiency, for yourself, your customers, and your team
• You are focused, action-oriented, and always anticipating next steps: a natural project manager. You can create urgency without being annoying
• You concentrate your efforts on the most important priorities, moving quickly through issues, and driving for completion. You know how to find the optimal balance between speed, accuracy, and quality in the work you deliver
• You have a polished, professional, and articulate communication & presentation style, but you're not a robot. Your personality shines through!
• You listen well, ask the right questions, and know when more information is needed
• You are honest and empathetic. You see the world through the customer's eyes
• You enjoy teaching others, be it a customer or a colleague
• You are creative and resourceful, and can adapt to rapidly-changing priorities in a fast-paced environment. You are comfortable making a judgment call in an ambiguous or novel situation
• Successful track record collaborating cross-functionally across internal teams (Sales, Support, Product, Engineering, Marketing, Finance) to solve customer problems
• Willingness to travel occasionally to lead on-site business review, attend customer conferences, and attend company or departmental events
• Bachelor's Degree
• 2-4 years experience in Customer Success or Account Management supporting a B2B SaaS product
• Experience managing restaurant operations
• Experience with Salesforce, Catalyst, Google Apps, DocuSign, Monday.com
• Experience working with a distributed team
• Experience supporting restaurant, convenience store, or grocery industry verticals