Customer Success Manager

Job description

**Who is our client?** Our client is a well-funded product company building enterprise software for the various sectors. Backed by an established technology group, they operate with the resources of a mature organisation and the pace of a startup; small senior team, short decision cycles, and direct access to founders. Their platform helps multi-site restaurant groups run their operations more efficiently: streamlining day-to-day workflows, lifting revenue per location, and improving the guest experience. They are past the early validation stage and now scaling their commercial function, which makes this a rare chance to shape how customer success is done rather than inherit someone else's playbook. **About the role** We are seeking a commercially-minded **Customer Success Manager** to own and grow a portfolio of enterprise and mid-market restaurant accounts. This role sits at the intersection of account management, customer advocacy, and revenue growth; it is not a support or ticket-handling function. You will be measured on renewals, expansion, and retention. That means understanding how restaurants actually operate, uncovering where they lose time and money, and positioning the platform against those problems. You will also be the loudest internal voice for the customer, feeding what you learn back into product, sales, and operations. **In this role, you will:** - Own the relationship: Take a portfolio of enterprise and mid-market customers from post-onboarding onwards, becoming the trusted point of contact for owners, operators, and store managers. - Drive renewals and expansion: Identify opportunities across additional modules, locations, and licenses; forecast and manage the expansion pipeline alongside Sales; and run the commercial conversations, objections, and negotiations yourself. - Uncover real pain: Dig into operational, financial, and workflow problems inside restaurant operations, and translate them into clear, specific value propositions. - Own account health: Monitor usage, adoption, and engagement; spot churn risk early and act on it; run QBRs that demonstrate genuine ROI rather than activity reports. - Advocate internally: Bring structured customer feedback to Product and Engineering, and make the case for the improvements your accounts need. - Build the function: Contribute to playbooks, success frameworks, and scalable CS processes as the team grows. **You’ll be a great fit if you have:** - 5 years in Customer Success, Account Management, or SaaS Sales. - Proven experience with renewals, upsells, or cross-sells in a B2B SaaS environment - Strong discovery skills: you can ask the questions that surface the real problem, not the stated one. - Commercial confidence, with the ability to negotiate and influence without escalating to a manager. - Comfort juggling multiple accounts and competing priorities. **It's nice if you have:** - Background in restaurant tech, hospitality, POS, payments, or operations software. - Familiarity with CRM and CS tooling, and a data-driven approach to prioritisation.