Client Success Strategist

Job description

**About us:** Here at Tarro we build products that empower small brick and mortar restaurants by liberating them of the operational burden of running their business. We accomplish this by providing a frictionless connection between them and their customers through our multi-product ecosystem offering AI-enabled order taking, delivery enablement, payment solutions, and point-of-sale software. At Tarro, we use a combination of bits (technology) and atoms (people) to solve real world problems facing small business owners. We obsess over placing our customers first and working backwards from there. When our customers succeed, we succeed. The restaurant industry in the US is over a $1 trillion total addressable market (TAM), but remains relatively underserved by technology. Large chains are able to afford expensive tech that gives them a huge advantage; we believe that small restaurant owners deserve access to the same technologies at an affordable price. Tarro has been profitable for nearly a decade and seen 5x revenue growth in the past four years. As of our last fundraising round in mid-2022, we were valued at $450M and have since seen substantial growth across customer acquisition, product development and company headcount. Thousands of loyal restaurants have entrusted Tarro with their success, and together we have supported nearly 20 million customers. We are proud to be named one of Built In’s top companies to work for in 2024. To learn more about our culture, values and how you can be a part of helping mom & pop restaurants thrive, please visit us here! **What We’re looking for:** As we enter our next phase of growth, Tarro is looking for a Client Success Manager to join the team! As a Client Success Manager (CSM), you will take on a strategist mindset to work with our restaurant clients to grow and optimize their businesses leveraging Tarro technology. You are responsible for building and maintaining strong relationships with portfolio restaurant clients to ensure high levels of client satisfaction with retention and growth top of mind. You will work closely with our clients alongside Sales, Services, and Product Management teams to provide the most seamless post-sales experience and be an advocate internally for the clients. **What You’ll Accomplish:** - You will build and maintain strong relationships with assigned clients. - You will take a client-oriented relationship management approach to drive product adoption, client satisfaction, and overall client health. - You will take ownership of accounts - manage their onboarding and serve as the main point of contact between clients and the rest of the Tarro team. - You will strategize with clients to connect their business goals and challenges with Tarro’s products and services (for upsell and cross-sell). - You will stay in touch with clients to ensure that they're realizing the full potential of Tarro’s products and services. - You will ensure critical issues are well-documented and properly escalated in an expeditious manner for resolution. - You will serve as the voice of the client, evaluate and provide customer recommendations to internal teams for product/service improvements. - You will develop and share best practices with team members to enhance the quality, effectiveness, and efficiency of our overall client support. **About You:** - You are native fluent in Mandarin Chinese and professionally fluent in English, enabling you to effectively support Mandarin-speaking clients in an international environment. - You hold a Bachelor’s degree or higher, demonstrating your commitment to education and critical thinking. - You bring strong project management skills, capable of navigating and prioritizing a dynamic portfolio of clients. - You are a creative problem-solver with a keen eye for detail, ensuring nothing falls through the cracks. - You have excellent written and verbal communication skills, able to clearly convey ideas and build rapport with stakeholders. - You operate with a high sense of ownership and urgency, taking initiative and driving tasks forward independently. **Bonus Points:** - You have entrepreneurial or startup experience, and understand how to thrive in fast-paced, constantly evolving environments. - You’ve worked in a restaurant, giving you first-hand insight into the industry and empathy for our customers. - You have 2–3 years of experience in customer success or similar client-facing roles, especially within a high-growth B2B environment. - You are analytical, data-driven, and enjoy uncovering insights that drive better decisions. - You bring a “roll up your sleeves” mentality, comfortable working in a fast-paced, collaborative, and often ambiguous environment, frequently stepping outside your defined role to get things done. If you do not meet all the requirements listed above which candidates rarely do, don't worry. We still encourage you to apply! Tarro is committed to hiring the best team to empower small businesses to thrive. We believe that a diverse workforce is paramount to our success. We welcome talent from all backgrounds - including but not limited to - race, sexual orientation, gender identity, age, nationality, religion, veteran status, political affiliation, and disability.