Customer Success Manager
Core
Manage the full customer lifecycle from post-sale hand-off through renewal and expansion for a SaaS platform serving the restaurant industry.
Role type
Customer Success Manager (Renewal Specialist)
Builds
Customer retention, contract renewals, and business impact reviews
Domain
SaaS / Restaurant Technology
Deliverable
product features
Required skills
Contract renewal management, customer health evaluation, churn risk mitigation, stakeholder alignment, CRM/ERP data management, business impact review facilitation
Preferred skills
Experience in SaaS customer success, restaurant industry knowledge
Technologies
Salesforce, CPQ systems, Intacct
Responsibilities
Own and manage a book of business from post-sale hand-off through renewal and expansion; Serve as the customer's primary point of contact and success orchestrator; Lead CSM Intro/Kickoff meetings for newly assigned accounts; Maintain a consistent touchpoint cadence and lead Business Impact Reviews; Build and maintain success plans and complete quarterly health evaluations; Monitor customer health, product usage, and sentiment to proactively identify and mitigate churn risk; Own escalations for the book of business and drive issues to resolution.