Customer Success Manager - Strategic (US/Canada)
Core
Strategic Customer Success Manager owning the full lifecycle for ~100 high-value restaurant brands, acting as a trusted business consultant to drive retention and growth.
Role type
Senior IC Customer Success Manager (Strategic Accounts)
Builds
Owner platform (AI-native system for local businesses including restaurants, covering website, online ordering, CRM, POS)
Domain
SaaS / Restaurant & Hospitality / Local Business Technology
Required skills
Strategic account management, data analysis and interpretation, churn risk identification, consultative selling, cross-functional collaboration, playbook development, conflict resolution, time prioritization
Preferred skills
Restaurant/hospitality industry experience, familiarity with POS/online ordering systems, startup environment experience, bilingual English/Spanish
Technologies
Salesforce, Notion, Slack, SalesLoft, Sigma
Responsibilities
Manage a portfolio of ~100 parent restaurant brands from onboarding to renewal; conduct performance reviews and lead business strategy discussions; proactively identify churn signals and execute retention strategies; build playbooks and processes for the Strategic CSM function; partner with Sales, Marketing, and Product teams to advocate for customers.
Seniority
Senior, hands-on IC