Customer Success Manager
- Collaborate with internal teams to improve time to revenue
- Drive standardization across onboarding processes
- Define & build a framework for a seamless experience for US restaurants launching with sunday
- Act as the main point of contact for US client escalations
- Assist with onboarding blockers (e.g. payment processing onboarding)
- Manage NPS detractors and funnel feedback through respective channels
- Manage unpaid invoices and drive payment collection
- Identify churn risks, analyze actual churn reasons, and define preventative measures to prevent churn
- Define areas of opportunities for internal and external support resources and enhance existing resources
- Develop subject matter expertise to build and distribute training materials to internal and external stakeholders
- Based in Atlanta
- 3-5 years experience in customer success, account management, support leadership, or operational roles at startups, food industry, hospitality, or professional services companies.
- Existing experience as a manager in a robust support organisation (e.g. a BPO, or a medium-sized tech company)
- Strong and persistent problem solving skills to identify and create solutions for complex issues
- Strong diagnostic and analytical skills and ability to draw conclusions from managed spreadsheets, trackers, CRMs, and changing datasets.
- Owner & growth mentality.
- Passion to scale a start-up and an itch to roll-up-your-sleeves and build.
- Project management skills i.e. you are structured, reliable, detail-oriented and communicate efficiently with all stakeholders.
- 1+ years restaurant experience (BOH, FOH, Management)
- Unlimited PTO
- Broad scope of responsibilities and ample opportunities to grow
- Competitive salary and stock options
- 100% health coverage for you and your family
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