Customer Success Manager
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Job Description
Customer Success Manager managing restaurant accounts and delivering tailored success plans. Focusing on relationship growth, retention, product adoption, and mitigating churn for HungerRush customers.
Responsibilities:
- Act as the primary point of contact for assigned accounts with a scaled, high-efficiency engagement model and build trusted advisor relationships with key decision-makers
- Identify upselling opportunities within the current customer portfolio leveraging analytics and sales data to expand brand adoption of POS and value-added services
- Deliver tailored success plans using data-driven insights to define clear success criteria, and track progress toward outcomes
- Monitor account health through product usage metrics, engagement patterns, and customer feedback, and initiate outreach based on key triggers
- Collaborate with executive sponsors to maintain high-level stakeholder engagement and influence renewal outcomes across your portfolio
- Identify early warning signs of disengagement or churn risk and take proactive action to mitigate and restore customer health
- Escalate at-risk customers and concerns through internal channels and lead cross-functional efforts to address complex issues
- Partner with Sales and Marketing to align on messaging, share customer stories, and develop segment-specific engagement strategies
- Work with Support and Product teams to surface and resolve recurring customer challenges
- Participate in ongoing product training, knowledge sharing, and best practice initiatives within the Customer Success team to continuously improve processes and team effectiveness
Requirements:
- 2 – 4 years in Customer Success, Account Management, or a consultative customer-facing role
- Proven ability to manage a portfolio of accounts with a focus on relationship growth, retention, and satisfaction
- Excellent communication, presentation, and facilitation skills
- Comfort using data to drive recommendations and demonstrate business impact
- Strong organizational, project management and time management abilities
- Experience with CRM systems (e.g., Salesforce)
- SaaS or restaurant technology experience
- Familiarity with POS systems and value-added services (marketing, delivery, loyalty, etc.)
- Bachelor’s Degree or equivalent professional experience
Benefits:
- Health insurance
- Professional development opportunities
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