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

Company Overview
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.

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.

Key Responsibilities

• 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.

Experience and Attributes

• 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.

Our Commitment to Inclusive Hiring

Research indicates that men will apply to a role when they only meet 50-60% of the descriptions, however, when looking at women and other minority groups, they can look for up to a 99% match in order to apply to a role. If you feel you are a fit for our role, please still apply, don’t worry if you don’t tick every single box. We’d still love to hear from you. We encourage underrepresented talent to apply to all our roles & support accessibility needs.