Senior Client Advocate

Who We Are: Popmenu is a fast-growing restaurant technology company transforming how restaurants attract, engage, and serve their guests. Founded in 2016 and now serving approximately 12,000 locations worldwide, we pioneered a dynamic menu experience that converts more browsers into customers and replaces multiple standalone marketing tools with one integrated platform. A 4-time Deloitte Fast 500 category winner , Popmenu builds front-end SaaS solutions that help restaurants grow.

As a Senior Client Advocate , you play a key role in helping our customers realize ongoing value from the Popmenu platform. You will partner closely with clients who have expressed interest in canceling to understand their goals, address concerns, and guide them toward solutions that support long-term success.

This role is rooted in relationship-building, problem-solving, and advocacy. Your work directly contributes to customer satisfaction, retention, and overall business growth.

What's on Your Plate:

• Partner with every customer who initiates the cancellation process through timely, thoughtful outreach.
• Understand the “why” behind cancellation requests and address concerns with clarity and care.
• Navigate complex or escalated situations with confidence and professionalism.
• De-escalate challenges while preserving strong, long-term customer relationships.
• Recommend tailored solutions, offers, or resources that help customers achieve success.
• Clearly communicate the value of Popmenu’s products and services in a way that resonates with each client.
• Educate customers on platform features, best practices, and opportunities for growth.
• Address misconceptions and ensure customers are equipped to get the most from Popmenu.
• Take ownership of retention outcomes and key performance metrics.
• Act like an owner by driving customer loyalty, adoption, and long-term success.

Requirements

What You Bring to the Table

• Strong interpersonal and relationship-building skills with clear, confident verbal and written communication.
• Ability to manage difficult conversations with empathy while guiding customers toward positive outcomes.
• A proactive, self-driven mindset with comfort operating in a fast-paced, evolving environment.
• Experience managing renewal, retention, or churn-related conversations in a subscription-based model.
• Proven ability to stay organized, prioritize effectively, and manage multiple workstreams.
• Curiosity and a passion for learning—about our product, our customers, and their businesses.
• Experience supporting product adoption or rollouts; restaurant industry experience is a plus.
• 3+ years of experience in a customer-facing role preferred.

Benefits

What We’re Serving:

Genuine Core Values: We asked our employees what’s most important to them in the workplace and carefully sculpted our 4 core values to truly represent our company culture. On a quarterly basis, peers recognize each other for exemplifying our values with what we call “Super Booms”.

Giving Back: In addition to our larger partners such as the Giving Kitchen , our culture champions (aka “Super Boom” winners) pick a cause they are passionate about, and we make a donation in their name.

Visible Growth and Development: There is no way to avoid personal growth in a start-up! We keep innovating and improving and our team members keep growing as well.

Company Ownership: When we say, “Act Like an Owner”, we put our money where our mouth is! Every single team member receives meaningful company equity options because we recognize that every role is important for our success.

Benefits for the Whole Family: Along with the typical medical, dental, vision, 401K benefits, we’ve got your furry family members covered with our Wagmo Wellness Plan.