Strategic Account Manager
Beyond Menu•Austin, TX
•Remote
About The Position
BeyondMenu helps independent restaurants succeed with digital hospitality solutions including SEO, online ordering, and guest engagement tools. This role focuses on the critical first 30-90 days post-sale, involving deep understanding of the restaurant's business, implementation of services, demonstration of measurable value, and creation of a Success Profile for ongoing customer success management. This is a proactive role requiring analysis, strategic recommendations, and driving customer action, not reactive support.
Requirements
- 3+ years of success in strategic account management, Customer Success, consultative sales or another customer-facing commercial role
- A measurable history of improving customer adoption, retention, account health or expansion
- Demonstrated Challenger-based selling capability --- Teach, Tailor + Take Control
- Strong discovery + diagnostic skills --- able to move from a surface-level issue to the root cause...quantified impact + prioritized recommendation
- Strong data fluency --- comfortable comparing expected versus actual performance + turning the analysis into a clear customer story
- Commercial judgment + confidence working directly with restaurant owners and operators
- Strong follow-up, CRM hygiene, documentation + cross-functional execution
- Ability to manage a high-volume portfolio without losing personalization
- Comfortable operating within an evolving model + helping us improve the playbook as we learn
Nice To Haves
- Experience in restaurant technology, SaaS, marketplaces, digital marketing, online ordering or SMB Customer Success is strongly preferred
- Bilingual (English/Spanish) preferred.
Responsibilities
- Build a complete Restaurant Profile covering the restaurant’s concept, market, operations, capacity, fulfillment model, technology, diner behavior + realistic performance potential
- Understand the Owner Persona --- what they care about...how they define value...which metrics they trust...where they are skeptical + how they prefer to communicate
- Drive setup, link insertion, product activation + the behaviors required to create the first measurable customer outcome within 30 days
- Compare expected performance to actual performance across orders, revenue, traffic, calls, directions, menu views, reviews, visibility, engagement + product adoption
- Diagnose whether performance gaps are caused by setup...adoption...discoverability...restaurant operations...market conditions...customer perception or something else
- Recommend the one or two actions most likely to improve the restaurant’s results --- not overwhelm the customer with a generic feature list
- Identify implementation issues, adoption gaps, low perceived ROI, churn risk, Link Boost potential, multi-location opportunities + other appropriate expansion paths
- Build a personalized Success Profile documenting the restaurant’s goals, KPIs, value proven, risks, growth opportunities, communication preferences + next best actions
- Transition the account to Customer Success only when it is stable...the context is complete...initial value has been demonstrated + the next step is clear
- Maintain strong operating discipline across CRM hygiene, documentation, follow-up commitments, task management + cross-functional execution
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
