Client Success Manager

GRUBBRR•Boca Raton, FL

3d•Onsite

About The Position

Grubbrr is seeking a Client Success Manager (CSM) to join our growing Client Success organization. This is a foundational, high-impact role designed for a professional who thrives at the intersection of customer relationships, technology, and business outcomes. As a Client Success Manager, you will serve as the primary post-implementation relationship owner for assigned customers, responsible for driving adoption, retention, satisfaction, and long-term value. You will act as a trusted advisor to both business and technical stakeholders, helping customers achieve their operational and financial goals while advocating internally on their behalf. This role offers meaningful opportunity to help define and mature Grubbrr’s customer success processes as the company scales.

Requirements

Bachelor’s degree (or equivalent practical experience)
3–5 years of experience in Customer Success, Enterprise Software, Technology Consulting, or related roles
Experience supporting complex, multi-system technology implementations or platforms
Comfort working with IT systems that support end-to-end business processes
Strong ability to communicate technical concepts in clear business terms
Demonstrated ability to influence and communicate effectively with stakeholders at all levels, including executive and C-level
Strong organizational skills with the ability to prioritize, multitask, and perform under pressure
Basic understanding of software development processes and design methodologies
Must work full-time in Grubbrr’s Boca Raton, FL office

Nice To Haves

Experience in restaurant, hospitality, fintech, or payment-adjacent technologies
Large-scale or enterprise implementation/support experience
Experience supporting subscription renewals or success plans
Second language proficiency

Responsibilities

Develop strong, long-lasting relationships with key business and technical stakeholders within customer organizations.
Become an expert on each customer’s Grubbrr implementation, business objectives, and success criteria.
Help customers achieve their financial and technical goals through proactive guidance, recommendations, and best practices.
Attain trusted advisor status with customer decision-makers at multiple levels, including executive leadership.
Identify opportunities for customers to better leverage Grubbrr’s platform capabilities based on their business needs.
Demo existing but unused Grubbrr features and functionality to increase adoption and value realization.
Advocate for innovation and early adoption of new capabilities through customized release reviews and roadmap discussions.
Monitor customer adoption, utilization trends, and success plan performance.
Identify renewal or retention risks and collaborate with internal teams to mitigate them.
Partner with Sales and leadership on renewal and expansion opportunities, while remaining primarily accountable for customer success and satisfaction.
Act as the customer advocate during high-severity issues, participating in triage and resolution to drive reliability and satisfaction.
Proactively communicate service degradations, disruptions, or upcoming technology changes and advise customers on mitigation strategies.
Provide clear, timely executive-level status updates to both customers and internal stakeholders.
Serve as the primary liaison among customers and Grubbrr’s Product, Technology, and Technical Support teams.
Contribute customer insights, use cases, and feedback to inform product development and prioritization.
Collaborate internally by sharing best practices, contributing to team initiatives, and acting as a subject matter expert for specific customer use cases or workflows.
Support Quarterly Success Reviews and ongoing success planning.
Help define success metrics and continuously refine customer management processes.
Actively practice and promote Grubbrr’s Core Values in all customer and internal interactions.