Act as the primary point of contact for assigned accounts with a scaled, high-efficiency engagement model and build trusted advisor relationships with key decision-makers
Identify upselling opportunities within the current customer portfolio leveraging analytics and sales data to expand brand adoption of POS and value-added services
Deliver tailored success plans using data-driven insights to define clear success criteria, and track progress toward outcomes
Monitor account health through product usage metrics, engagement patterns, and customer feedback, and initiate outreach based on key triggers
Collaborate with executive sponsors to maintain high-level stakeholder engagement and influence renewal outcomes across your portfolio
Identify early warning signs of disengagement or churn risk and take proactive action to mitigate and restore customer health
Escalate at-risk customers and concerns through internal channels and lead cross-functional efforts to address complex issues
Partner with Sales and Marketing to align on messaging, share customer stories, and develop segment-specific engagement strategies
Work with Support and Product teams to surface and resolve recurring customer challenges
Participate in ongoing product training, knowledge sharing, and best practice initiatives within the Customer Success team to continuously improve processes and team effectiveness

1 – 3 years in Customer Success, Account Management, or a consultative customer-facing role
Proven ability to manage a portfolio of accounts with a focus on relationship growth, retention, and satisfaction
Excellent communication, presentation, and facilitation skills
Comfort using data to drive recommendations and demonstrate business impact
Strong organizational, project management and time management abilities
Experience with CRM systems (e.g., Salesforce)
SaaS or restaurant technology experience
Familiarity with POS systems and value-added services (marketing, delivery, loyalty, etc.)
Bachelor’s Degree or equivalent professional experience

Customer Success Manager

Key skills