Senior Customer Success Manager

From Restaurants Near You•Chicago, NY

About The Position

We are looking for a Senior Customer Success Manager (Senior CSM) to drive strategic partnership, retention, and growth across a portfolio of our highest-value and complex SMB customers. This is a high-touch, relationship-driven role focused on delivering measurable business outcomes across the full customer lifecycle, including onboarding, adoption, renewal, and expansion. As a Senior CSM, you will operate as a trusted advisor to key stakeholders, partnering closely with Account Management to drive long-term customer success and revenue growth.

Requirements

5+ years of experience working in Customer Success, Account Management, or a similar customer-facing role with strong verbal and written communication skills.
Experience managing a portfolio of customers with varying levels of complexity, and can balance efficiency with personalization.
Comfortable building relationships with stakeholders and can influence outcomes through strong communication and business acumen.
Data-driven, with the ability to interpret performance metrics and translate insights into actionable strategies.
Highly organized, with the ability to manage multiple priorities while maintaining attention to detail and focus on strategic objectives.
Passionate about helping customers succeed and have a natural curiosity for understanding business challenges and solving problems.

Nice To Haves

Prior experience working in the hospitality or restaurant industry is a strong plus.

Responsibilities

Own a High-Value Book of Business. Manage a tailored, high-value portfolio of customers in key strategic markets, delivering deep, high-touch engagement to drive strong customer health, retention, and expansion.
Drive End-to-End Customer Outcomes. Own the full customer lifecycle—from onboarding and adoption through renewal and growth—ensuring customers realize measurable ROI and long-term value from our platform.
Lead High-Impact Customer Engagement. Develop and execute tailored account strategies, including leading high-impact business reviews and planning sessions with senior and executive stakeholders.
Act as a Trusted Advisor. Build deep relationships with key decision-makers, providing strategic guidance that influences customer business outcomes and long-term success.
Partner Closely with Account Management. Collaborate in a highly integrated way with Account Managers to drive expansion opportunities, co-own growth strategy, and deliver a seamless customer experience.
Leverage Data to Drive Business Impact. Analyze customer performance, ROI, and product adoption to proactively identify risks and opportunities, and drive data-informed recommendations at both the account and portfolio level.
Influence Cross-Functional Strategy. Surface insights from your portfolio to inform product, go-to-market, and customer experience improvements, acting as a voice of the customer internally.