Client Experience Manager - SMB

Job description

**Company Summary:** Slang AI is redefining customer engagement through conversational AI, making every interaction seamless and efficient. Our mission is to transform the restaurant industry by providing the ultimate voice AI solution for consistently outstanding customer experiences. At Slang AI, we foster a culture of innovation, inclusivity, and growth, ensuring that every "Slangsta" (employee) feels valued and connected to our broader AI driven impact. **What Your Experience Will Be:** As a Client Experience Manager at [Slang AI](http://Slang.ai), you’ll own the end-to-end customer journey for our SMB clients — from onboarding through long-term success and day-to-day support. You’ll guide customers through their initial rollout, transition seamlessly into serving as their long-term success manager, and directly manage the support inbox during business hours, where many of their most important interactions occur. Because support volume is currently low (fewer than 60 inquiries per month across 1,500+ customers), this role offers the opportunity to both deliver excellent frontline support and help design how support scales as we grow. You’ll gain unique visibility into customer needs in real time while influencing the tools, processes, and standards that will shape support as the business expands. This unique scope means you’ll be both a strategic advisor and a hands-on partner, ensuring customers launch smoothly, adopt key features, resolve challenges quickly, and realize the full value of Slang. By owning these critical touch points, you’ll have a large sphere of influence over customer outcomes, shaping retention, adoption, and satisfaction across a significant segment of the business. In addition, you’ll play a key role in our digital customer success program — helping define and refine automated success sequences to ensure accuracy, consistency, and strong adoption results. This work ensures customers experience the same hospitality-first service at scale, while giving you a direct impact on how Slang drives measurable results for our clients. **Why You Belong Here & How You Will Grow:** At Slang, we believe success starts with great execution and great service. In this role, you’ll gain valuable experience managing full customer lifecycles and working with hospitality operators in a fast-paced environment. You’ll learn how to onboard, support, and grow a book of business with autonomy, while contributing to scalable processes that improve outcomes across the team. We offer training, feedback, and growth opportunities to help you level up in customer success, technical product fluency, and strategic account management. ### What Success Looks Like - Driving Long-Term Success: You are responsible for the health and success of your assigned accounts. You ensure customers are seeing clear outcomes, meeting their goals, and staying on track for renewal. - Building Trusted Relationship: You build strong relationships with a range of customer stakeholders — from General Managers to Operations Leaders — and know how to tailor your approach depending on their needs. - Renewals & Retention: You own the renewal process and are accountable for maintaining and growing account revenue. You identify risks early, take action to resolve issues, and keep customers satisfied and committed. - Surfacing Growth Opportunity: You surface expansion opportunities (e.g. additional locations or use cases) and work with Sales to execute. You contribute to the team’s Net Revenue Retention (NRR) goal. - Feature Adoption & Product Fluency: You guide customers through product updates, encourage usage of key features, and tie adoption back to business outcomes. You’re expected to understand and explain Slang’s value. - Onboarding and Success Planning: You create simple account plans to track customer goals, key contacts, risks, and growth potential. You align internal teams around each plan to support execution. - Voice of the Customer: You escalate customer feedback internally and contribute insights that improve product and service. You partner with Product and Support to advocate for customer needs. - Hospitality-First Service: You respond quickly, handle challenges with professionalism, and make interactions easy for customers. You aim to create a positive experience in every conversation. ### What You Will Bring - Customer Focus: You care about helping customers succeed. You’re responsive, thoughtful, and proactive. - Experience: 3+ years of experience in customer success, account management, or client-facing roles. Background in restaurants or hospitality tech is strongly preferred. - Business Acumen: You understand restaurant operations and how to align Slang’s value with business goals. You’re comfortable working with executives and frontline staff alike. - Communication: You’re clear and concise in both written and verbal communication. You know how to explain ideas, give updates, and lead customer conversations. - Ownership: You manage your book of business with attention to detail. You’re accountable for renewals, engagement, and outcomes. - Adaptability: You’re comfortable in a fast-changing environment and open to feedback. You handle ambiguity and know how to prioritize. - Preferred: Experience with restaurant operations, phone systems, or reservation platforms is a plus.