Strategic Account Manager

Job description

BeyondMenu helps **15,000 independent restaurants**win with digital hospitality — SEO, online ordering, guest engagement, retention, and revenue-driving tools built specifically for owner-operators. We’re a leading revenue partner for independent restaurants in this space. This person will own the restaurant’s first 30–90 days after the sale --- understand the business + owner...complete implementation...prove measurable value...and build a Success Profile that allows Customer Success to continue the relationship without restarting discovery. This is not a reactive support role --- we need someone who can analyze performance...identify the biggest opportunity or risk...make a clear recommendation...and confidently drive the customer toward action. ### What You Will Own: --- Build a complete Restaurant Profile covering the restaurant’s concept, market, operations, capacity, fulfillment model, technology, diner behavior + realistic performance potential --- Understand the Owner Persona --- what they care about...how they define value...which metrics they trust...where they are skeptical + how they prefer to communicate --- Drive setup, link insertion, product activation + the behaviors required to create the first measurable customer outcome within 30 days --- Compare expected performance to actual performance across orders, revenue, traffic, calls, directions, menu views, reviews, visibility, engagement + product adoption --- Diagnose whether performance gaps are caused by setup...adoption...discoverability...restaurant operations...market conditions...customer perception or something else --- Recommend the one or two actions most likely to improve the restaurant’s results --- not overwhelm the customer with a generic feature list --- Identify implementation issues, adoption gaps, low perceived ROI, churn risk, Link Boost potential, multi-location opportunities + other appropriate expansion paths --- Build a personalized Success Profile documenting the restaurant’s goals, KPIs, value proven, risks, growth opportunities, communication preferences + next best actions --- Transition the account to Customer Success only when it is stable...the context is complete...initial value has been demonstrated + the next step is clear --- Maintain strong operating discipline across CRM hygiene, documentation, follow-up commitments, task management + cross-functional execution ### The 30/60/90 Customer Motion: ### **Days 1–30 --- Understand + Prove** The goal is to understand the account...set realistic expectations...complete the required activation work + prove an early measurable win. --- Validate the data-generated Restaurant Profile through structured discovery --- Understand the owner’s goals, priorities, skepticism, decision criteria + definition of value --- Confirm the restaurant’s operating model, kitchen capacity, growth constraints + current ordering ecosystem --- Complete core setup, link insertion, activation + the adoption behaviors relevant to that restaurant --- Clearly explain what BeyondMenu can influence + how value will be measured --- Never make unsupported promises around orders or revenue --- Document at least one credible and measurable customer outcome within the first 30 days **Success at Day 30 means:** We understand the restaurant + owner...core setup is complete...initial adoption is established + measurable value has started to become visible. ### **Days 31–60 --- Diagnose + Optimize** The goal is to turn early performance data + customer feedback into a focused plan for improvement. --- Compare expected performance to what is actually happening --- Identify the largest gap, strength, constraint or opportunity --- Determine the actual root cause --- not just the surface-level symptom --- Recommend the one or two actions most likely to materially improve the outcome --- Confirm whether the customer completed the action + measure whether it changed performance, adoption, engagement, sentiment or risk --- Update the Restaurant Profile when actual customer behavior challenges the original hypothesis --- Begin building the long-term Success Profile **Success at Day 60 means:** The AM can clearly explain what we expected...what is actually happening...why the gap exists...what action we recommended + whether it worked. ### **Days 61–90 --- Advise + Transition** The goal is to stabilize the account...reinforce the value story...finalize the long-term plan + complete a no-reset handoff to Customer Success. --- Confirm what is working...what is not + what matters most to the owner --- Translate the results into a clear recommendation for the next phase --- Finalize the Success Profile with value proven, adoption status, risks, opportunities, communication guidance + next best actions --- Conduct a structured handoff so Customer Success inherits the complete customer context --- Transition the account when it is ready --- we should not hold a healthy account until Day 90 simply because the framework says 90 days **Success at transition means:** Customer Success receives a stable account...a complete profile...a credible value story + clear ownership of the next action. ### Challenger-Based Selling: This role requires demonstrated Challenger-based selling ability in a post-sale environment. Challenger selling does not mean being confrontational --- it means using insight, data + business judgment to help the owner recognize an opportunity or risk they may not see on their own...while maintaining trust + taking responsibility for moving the conversation forward. ### **Teach** Bring a clear point of view grounded in the restaurant’s profile, market, operating model + actual performance. Help the owner understand what is driving the result --- especially when they are overly focused on one metric or operating from an incomplete assumption. ### **Tailor** Connect the recommendation to that specific restaurant + owner. The conversation should reflect their business model...goals...constraints...communication style...language + definition of success. ### **Take Constructive Control** Make a clear recommendation...explain why it matters...address resistance directly...establish mutual commitments + leave every meaningful conversation with a defined next step. ### **Challenge With Evidence + Empathy** Acknowledge the owner’s concern without automatically accepting their conclusion. Separate perception from observed performance...introduce a stronger perspective + explain what the evidence suggests we should do next. ### **Commercialize Proven Value** Identify expansion opportunities only after value + fit have been established. Growth recommendations should connect directly to the customer’s Success Profile --- not feel like an unrelated or forced upsell. **The conversation should sound like:** “Based on your type of restaurant + market...this is what we expected --- this is what we are actually seeing --- here is where you are doing well...here is the biggest opportunity + here is what I recommend we do next.” ### How Success Will Be Measured: --- Setup + required product activation --- Time to First Value --- Percentage of accounts with a measurable customer outcome within 30 days --- Product adoption + improvement in the behaviors expected for each Restaurant Profile --- Quality + completeness of Restaurant Profiles, Owner Personas, Performance Diagnoses + Success Profiles --- Percentage of accounts transitioned with a complete and actionable AM-to-CS handoff --- Customer engagement, sentiment + completion of agreed recommendations --- Directional contribution toward M3 GRR above 95% --- Intervention effectiveness --- what action was taken...what changed + whether it produced the intended outcome --- Appropriate identification + progression of risk, Link Boost, multi-location + other expansion opportunities ### What We Are Looking For: --- 3+ years of success in strategic account management, Customer Success, consultative sales or another customer-facing commercial role --- A measurable history of improving customer adoption, retention, account health or expansion --- Demonstrated Challenger-based selling capability --- Teach, Tailor + Take Control --- Strong discovery + diagnostic skills --- able to move from a surface-level issue to the root cause...quantified impact + prioritized recommendation --- Strong data fluency --- comfortable comparing expected versus actual performance + turning the analysis into a clear customer story --- Commercial judgment + confidence working directly with restaurant owners and operators --- Strong follow-up, CRM hygiene, documentation + cross-functional execution --- Ability to manage a high-volume portfolio without losing personalization --- Experience in restaurant technology, SaaS, marketplaces, digital marketing, online ordering or SMB Customer Success is strongly preferred --- Comfortable operating within an evolving model + helping us improve the playbook as we learn --- **Bilingual (English/Spanish) preferred.** ### What Candidates Must Demonstrate: We are going to ask candidates to demonstrate the work --- not just talk about it. ### **Customer Case Exercise** Review a sample Restaurant Profile + performance dataset...identify the largest gap + create a practical 30/60/90 approach. ### **Challenger Role-Play** Lead a conversation with a skeptical restaurant owner whose definition of value is incomplete...teach a relevant insight...tailor the recommendation...handle resistance + take control of the next step. ### **Portfolio Prioritization** Explain how you would prioritize healthy, underutilized, underperforming, at-risk, high-value + expansion-ready accounts. ### **Proof From Experience** Provide a specific example where your discovery + recommendation changed a customer’s thinking, behavior or business outcome. ### **Handoff Judgment** Show what information must be understood + documented before an account should transition into long-term Customer Success. ### The Standard: A strong Strategic Account Manager does not complete a checklist + move on. They understand the restaurant...prove relevant value...make a clear recommendation...measure whether it worked + leave the next owner of the relationship with more intelligence than they started with. The operating loop is simple: **What should happen --- what does success look like --- what is happening now --- what should we do next --- did it work?** Then repeat.