Customer Success Manager

Crunchtime•Boston, MA

17h•$85,000 - $95,000

About The Position

Global restaurant brands run their operation on the Crunchtime platform. Delivering a consistent guest experience across every location and managing food and labor costs are at the core of how Crunchtime’s software is used today in over 150,000 locations across 100+ countries by the world’s top restaurant and foodservice operators. Customers including Chipotle, Culver’s, Domino’s, Dunkin’, Five Guys and P.F. Chang’s rely on our top-ranked platform which now includes Zenput to manage inventory, staff scheduling, learning and development, food safety, operational tasks and audits. About the role Our customers have complex operations distributed across time zones and geographies, often trying to manage it all on paper and in spreadsheets. We have created an operations execution platform which serves as the source of truth for work happening across the organization which chain operators use to align everyone from headquarters to the field to the stores. Our end goal is to improve the way work gets done in the field to ensure that every meal is a safe meal. We are a group of cooperative, fun, and caring contributors who like to laugh and provide each other with the support, tools, and know-how to succeed with our customers and our team. While we each work with our own group of customers, we collaborate, discuss, and help wherever needed.

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.

Nice To Haves

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

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.

Benefits

Great mission-driven team members from diverse backgrounds with a strong company culture
Competitive pay
Unlimited PTO
Paid company holidays
Yearly team off-sites
International travel opportunities
Medical, dental, and vision benefits (FSA, HSA & HRA options)
Basic & Voluntary Life Insurance
401k employer match
Wellness benefits (Headspace, OneMedical, Omada, Ginger.io, Gympass, Carrot)
Commuter benefits
Work in an open environment on solutions that are reshaping the way businesses operate
Fun team events
Ability to have a big impact
10 weeks of paid parental leave
Fitness reimbursement
Learning & development funds