Lead - Customer Success Manager

Swooped is a Talent Platform (not a staffing agency). We are not the employer for this role and do not make hiring decisions. Clicking "Apply" takes you to Swooped to review the role and hiring company details.

About the Opportunity

This organization is a restaurant technology solution provider that has continually evolved over time. It began by integrating 3rd party platforms to the POS systems of restaurants, a time when multiple 3rd party platforms were prevalent.

The organization has since then continually evolved to add multiple products to its portfolio, the primary ones being first-party ordering solutions like web and app ordering, kiosks, and catering. It has now recently moved into three new exciting products: Digital Menu Boards, Phone Ordering AI, and Drive-thru AI. This role forms a very core part of the restaurant technology ecosystem, and the organization is continually adding more and more digital solutions for restaurant brands to increase their sales.

Its revolutionary enterprise menu management system truly unlocks the potential of menus and how it can be customized for each individual digital channel. This is an organization that continually evolves and adapts, and today it is powering digital ordering solutions for some of the largest brands in the world.

The organization has been called the "north star of vendors" as it truly believes that technology is just a method by which it services customers, not the entirety of it. Service is a big component of what is provided to customers, which is inherently believed by every single team member. The organization is doing a lot of exciting things, including the application of AI in its products and systems, using experimentation at scale to determine what works for clients, and ML to analyze and productize the massive amount of data it has. Each individual here makes a difference and has a valuable contribution. Key traits here are ownership and drive. Join if you think you have them.

Role Overview

The

Lead - Customer Success Manager

is responsible for supporting the successful onboarding, engagement, and retention of superbrand and/or enterprise clients. This role focuses on proactively building strong client relationships, understanding their needs, and ensuring they receive maximum value from the organization’s products and services. The Lead - Customer Success Manager will work closely with cross-functional teams to provide excellent client service, assist with issue resolution, and identify opportunities for growth and engagement.

This is a 100% remote position.

The salary range for this role is

$100,000 - $110,000\.

Key Responsibilities

Client Relationship Management:

• Serve as the primary point of contact for superbrand and/or enterprise clients, addressing inquiries, resolving issues, and offering proactive solutions.
• Build and maintain strong relationships with key stakeholders at client organizations, ensuring they are up to speed with the organization's product offerings.
• Monitor client satisfaction and ensure that their needs are consistently met.
• Assist with onboarding new clients, ensuring they are set up for long-term success.

Client Support and Issue Resolution:

• As the Primary POC for the Brand(s) assigned, it would be the Lead - Customer Success Management’s responsibility to work closely with the Customer Support Team to assist in tracking any open issues and providing updates on escalated issues to the Brand(s). Internal escalation should occur proactively if SLA's are unable to be met.
• Collaborate with internal teams, such as product, support, and operations, to troubleshoot and resolve client concerns.
• Monitor client satisfaction levels and escalate concerns to senior team members when necessary.

Product and Service Education:

• Provide clients with product demonstrations, training, and best practices to help them maximize product usage.
• Assist in creating client resources such as guides, FAQs, and tutorials.
• Stay informed about product updates and communicate relevant changes to clients.

Client Retention and Growth:

• Develop strategies to improve client satisfaction and retention, ensuring clients achieve their business goals.
• Conduct or prepare regular business reviews and meetings with clients to ensure satisfaction and identify opportunities for further collaboration. Work with the Account Management Team to identify opportunities to enhance client engagement and encourage the adoption of additional products or services.
• Gather and analyze client feedback, sharing insights with the broader team to improve products and services.

Reporting and Documentation:

• Track account performance, generating reports and insights for clients and internal teams.
• Use data to assess the success of the client journey and suggest improvements for future client transitions.

Required Qualifications

• Bachelor's degree in Business Administration, Management, or a related field (or equivalent experience).
• 4\+ years of experience in client-facing roles within SaaS, with experience in onboarding and relationship management.
• Ability to travel for brand visits for business reviews and brand conferences.
• Excellent communication, interpersonal, and analytical skills with the ability to engage effectively with clients and internal teams.
• Superior organizational and time management skills, with a capacity to handle multiple high-priority projects simultaneously.
• Familiarity with tools like Asana, Trello, MS Project, or similar for managing projects and tracking progress.
• Familiarity with CRM platforms (e.g., Hubspot) and customer success tools.
• Ability to adapt to changing environments and manage multiple priorities in a fast-paced setting.

Benefits

• Health Care Plan (Medical, Dental \& Vision)
• Retirement Plan (401k)
• Life Insurance (Basic, Voluntary \& AD\&D)
• Flexible Paid Time Off
• Family Leave (Maternity, Paternity)
• Short Term \& Long Term Disability
• Training \& Development
• Work From Home

The hiring organization is an equal opportunity employer committed to building a diverse and inclusive team.