Job Description
**Job Title: Customer Success Manager (Remote)**
**Salary Range:** $110,000 to $140,000
**Location:** 100% Remote
**Benefits:**
- Comprehensive Health Care Plan (Medical, Dental & Vision)
- Retirement Plan (401k, IRA)
- Life Insurance (Basic, Voluntary & AD&D)
- Generous Paid Time Off (Vacation, Sick & Public Holidays)
- Family Leave (Maternity, Paternity)
- Short Term & Long Term Disability
- Training & Development Opportunities
- Work From Home with Flexible Hours (US hours required)
**About the Role:**
We're thrilled to introduce the role of Customer Success Manager to our dynamic team! This role is designed to bridge the gap between our Relationship Manager and Customer Support teams, ensuring our largest clients and their franchisees receive exceptional, personalized service. Our ideal candidate is persistent, polite, and dynamic, with a strong analytical mindset. This is not a sales role; your primary objective is to retain our customers by understanding their needs and proactively addressing them.
**Responsibilities:**
**Customer Relationship Management:**
- Develop a deep understanding of our products and services to effectively communicate and support customer needs.
- Serve as the primary point of contact for assigned customer accounts, building strong, long-lasting relationships.
- Proactively identify customer needs and devise solutions based on our available products and services.
- Monitor customer usage and engagement metrics, addressing potential issues proactively.
- Act as an advocate for the customer within the company, collaborating with internal teams to improve the overall customer experience.
- Conduct regular check-ins and reviews with customers to gather feedback and ensure their ongoing success and satisfaction.
- Maintain accurate records of customer interactions and activities in our CRM system.
**Client Onboarding & Account Management:**
- Welcome new restaurant partners and guide them through the onboarding process in collaboration with cross-functional teams.
- Build and maintain strong relationships with restaurant owners, managers, and larger franchisees through regular communication.
- Conduct regular check-ins to assess customer satisfaction and identify areas for improvement.
- Proactively address customer concerns and provide effective solutions.
**Training & Education:**
- Educate restaurant staff on the features and benefits of our services.
- Provide training sessions to ensure optimal utilization of our platform.
- Create and update training materials based on customer feedback and evolving industry trends.
**Customer Advocacy & Data Analysis:**
- Act as the voice of the customer within the company, sharing insights with the product and development teams.
- Encourage satisfied customers to become advocates, participating in case studies, testimonials, and referrals.
- Monitor key performance indicators (KPIs) to identify trends and opportunities for improvement.
- Utilize data-driven insights to provide actionable recommendations for enhancing the customer experience.
- Present Quarterly Business Reviews (QBRs) and regular check-ins to customer leadership or C-level executives.
**Customer Feedback & Surveys:**
- Implement customer satisfaction surveys to gather feedback and measure customer sentiment.
- Analyze survey results and develop strategies to address areas of improvement.
- Create and maintain a customer health scorecard and present it internally to senior management.
**Requirements:**
- Master's degree in Business, Hospitality, or a related field.
- 6+ years of customer success experience, preferably in the restaurant industry.
- Proven experience driving customer retention results, customer health metrics, and value.
- Strong understanding of restaurant operations, tech stack, and industry trends.
- Excellent interpersonal, communication, and presentation skills with strong problem-solving and analytical thinking abilities.
- Extremely data-savvy, with the ability to analyze data and translate insights into actionable recommendations.
- Proactive problem-solving skills and a customer-centric mindset.
- Familiarity with CRM software and other relevant tools.
- Ability to work autonomously in fast-moving, quickly-changing environments.
- Flexibility to work during US hours and possess a reliable system/work setup for remote work.
If you're a passionate, data-driven customer advocate eager to make a significant impact in a dynamic and evolving environment, we'd love to hear from you! Join us in our mission to provide exceptional customer experiences and build lasting relationships.
Employment Type: Full-Time
Salary: $ 110,000.00 140,000.00 Per Year
Job Tags
Holiday work, Full time, Temporary work, Work from home, Flexible hours,