Customer Success Manager

Job description

Sauce is a premier restaurant technology platform that helps businesses grow with our Commission-Free Delivery & Pickup structure and proprietary delivery optimization technology. We are serving a 105 billion dollar US local restaurant business. Headquartered in NYC and Tel-Aviv, Sauce wants restaurants to fulfill their highest potential, this means giving local establishments everything they need to connect directly with their customers. The Sauce team pools together decades of restaurant tech experience, along with seasoned tech, sales, marketing, product and operations executives who produce an industry-changing delivery system for successful local restaurants and chains. We are looking for a Customer Success Manager (CSM) to help secure the long-term success of our restaurant partners. You will provide support throughout their entire life cycle from onboarding, to adoption, to retention. This role is essential to ensuring that our customers have a world-class experience and opportunities to further develop their business. The Sauce CS team is the **heartbeat** of our customers. We are a diverse, global team working to help our customers meet their business goals through creative problem-solving, data and deep product knowledge. We’re empathetic relationship builders, curious minds, doers, thinkers, strategizers, and friendly humans. The passion we have for the Sauce mission makes it easy to be obsessed with our customers. This role is **in the field** 3-4 days a week, and reports to the Director of Customer Success. ### What you’ll do: - Be responsible for a growing portfolio of restaurant accounts, focused on order growth, retention, upsell opportunities, and referrals. - Educate restaurants on our product offering, proprietary technology and the benefits (dollars saved) to their business. - Work with Sales and Onboarding teams to bring new restaurant partners live on Sauce - Work in a cross functional capacity to gather and help prioritize restaurant feedback related to product improvements - Track key success metrics and KPIs, monitor restaurants’ performance and be proactive - Help our restaurant partners maximize their Sauce platform performance. - Be an internal ambassador for our restaurant partners. - Be the main escalation points for day-to-day restaurant success tickets. - Analyze and report on restaurant feedback to the internal team to inform product and messaging improvements - Manage the entire restaurant renewal process for your assigned accounts. - Encourage upsells, cross-sells, referrals. - Achieve monthly, quarterly, and annual growth and retention KPI Customer delight is a necessity! ### What You Bring: - **Based in the Miami area** - 3+ years experience in a Restaurant Success or Account Management role - 3+ years experience with the restaurant industry is required (in tech or restaurant operations) - Deep understanding and knowledge of the restaurant and online food ordering industries - Experience with CRM service tools (e.g, Salesforce, Hubspot) - You are Data Driven, Detail Oriented, and Patient - Clear and efficient communicator with excellent listening skills - Strong problem solver who takes pride in finding solutions and helping customers - Experience working with offshore teams is a plus! - Strong quality assurance processes to ensure every team member is delivering quality - You're a passionate person and excited about growing a new technology and business - You’re open to being in the field, boots on the ground, to visit your customers! ### What we offer: - Strong & Competitive Compensation Package - Medical, Dental, and Vision Insurance - Paid Parental Leave - Flexible Work Environment - Responsible Paid Time Off Policy