Customer Success Manager, QSR

Location: Hybrid in New York City or fully remote from anywhere in the US

Salary range: $85,000 to $100,000

About the client

Our client is a leading provider of SaaS solutions within the hospitality sector. Their product is an enterprise-ready workforce management platform designed specifically for the service industry.

They are seeking an experienced Customer Success Manager to join their growing team and take ownership of enterprise customer relationships post-onboarding.

About the role

In this role, you’ll be the trusted consultant for hospitality industry clients, specifically within the Quick Service Restaurant (QSR) vertical. You’ll ensure customers achieve maximum value from the platform, strengthen long-term partnerships, and help drive business growth.

If you're a builder, a problem-solver, and thrive in the fast-paced energy of a startup, this could be the perfect opportunity for you.

What you’ll do

• Build and nurture positive relationships with enterprise customers, serving as their primary point of contact post–go live.
• Act as a trusted advisor, helping clients optimize their operations, loyalty programs, and marketing strategies.
• Monitor product adoption, proactively providing training and coaching to ensure customers get the most out of the platform.
• Present the client’s value story using data, insights, and measurable ROI.
• Collaborate with cross-functional teams to address escalations, resolve issues, and deliver against SLAs.
• Drive customer growth by identifying upsell and cross-sell opportunities.
• Lead Executive Business Reviews (EBRs) and create customer success plans tailored to client goals.
• Manage renewals, contracts, and billing reconciliation for your portfolio of accounts.
• Support New Restaurant Openings (NROs), working closely with implementation and accounting teams to ensure smooth rollouts.

What They’re Looking For

• Bachelor’s degree.
• 3+ years in a customer-facing role within SaaS, ideally in HCM or payroll.
• Experience in QSR or the broader hospitality industry, ideally in operations or management.
• Strong relationship-building and communication skills, with the ability to influence senior stakeholders.
• Highly organized, detail-oriented, and comfortable working in a fast-paced environment.
• Experience with tools such as G-Suite, Salesforce, and Zendesk.

Why Join?: This is a fantastic opportunity to join a fast-growing SaaS company that is transforming the way the hospitality industry operates. You’ll work closely with industry leaders, play a key role in customer growth and retention, and be part of a collaborative, ambitious team.