Manager, Customer Success

Owner

21h•$100,000 - $120,000•Remote

About The Position

As the Manager of Customer Success, you will play a vital role in ensuring our customers are engaged, satisfied, and successful with our online ordering, delivery, and marketing solutions. You will lead a team focused on driving the growth and retention of our customer base. This role requires a customer-first mindset and a strategic approach to improving customer lifetime value (CLTV) and maximizing the adoption of our platforms. Youâll collaborate with the SVP of Customer Success, along with cross-functional teams, to continuously improve the customer experience. This role is 100% remote and can be based anywhere in the United States or Canada.

Requirements

Experience: 5+ years of experience in customer retention, customer success, or account management, preferably in the SaaS, POS, or restaurant technology sector.
Leadership: Experience managing a customer-facing team, with proven ability to drive performance and nurture team growth.
Objection Handling: 2-3 years in software sales, preferably to small business owners. Strong understanding of objection handling and isolation best practices with the ability to up-level reps on these critical skills
Customer-Centric Mindset: A deep commitment to delivering an exceptional customer experience, with a track record of building and maintaining strong relationships with clients.
Analytical Skills: Strong analytical skills with the ability to interpret customer data and metrics, turning insights into actionable strategies for customer retention.
Communication Skills: Excellent verbal and written communication skills, with the ability to effectively engage with customers and collaborate cross-functionally with internal teams.
Problem-Solving: Proven problem-solving skills, with the ability to anticipate customer needs and proactively address challenges before they escalate.
Adaptability: A highly adaptable individual who thrives in a fast-paced environment and is able to manage multiple priorities and meet deadlines.
Technical Aptitude: Ability to demonstrate using AI to drive business efficiency. Familiarity with SaaS platforms, restaurant tech, online ordering systems, or POS solutions is a plus.

Responsibilities

Reducing Customer Churn: Through proactive monitoring and tailored retention strategies, you will help reduce churn, ensuring customers continue using and benefiting from our platforms.
Increasing Customer Lifetime Value: By fostering deeper relationships with customers and identifying opportunities for upselling or cross-selling, your efforts will significantly contribute to higher customer lifetime value (CLTV).
Improving Customer Experience: You will be at the forefront of identifying and addressing customer needs, ensuring their experience with our platform is seamless, successful, and consistently improved over time.
Driving Customer Advocacy: Your role will cultivate satisfied customers who become advocates, helping build a positive reputation for our brand and encouraging referrals through word-of-mouth or formal programs.