Client Success Manager

Summary

Join Slang.ai as a Client Success Manager, SMB, and manage a portfolio of single-location restaurants, supporting them from onboarding to renewal. Launch new accounts, drive adoption, provide ongoing guidance, and ensure customer success. Play a hands-on role across the customer journey, including onboarding, troubleshooting, and proactive outreach to increase retention and reduce churn. Work closely with the CX team, contribute to scalable workflows, and shape value delivery to SMB customers. This remote role may include occasional travel. Gain valuable experience managing full customer lifecycles and working with hospitality operators. Learn to onboard, support, and grow a book of business autonomously, while contributing to scalable processes. Slang offers training, feedback, and growth opportunities in customer success, technical product fluency, and strategic account management.

Requirements

• Care deeply about helping customers succeed
• Be responsive, persistent, and empathetic
• Have 2–3 years in a customer-facing role, ideally in customer success, account management, onboarding, or support
• Have experience with small businesses or restaurants
• Be comfortable learning new tools, troubleshooting basic issues, and guiding others through product workflows
• Be clear, concise, and confident — whether on a call or in an email
• Make customers feel supported and informed
• Not take no for an answer when it comes to customer success
• Follow up, ask the right questions, and stay calm under pressure
• Manage a high volume of accounts and stay organized
• Know how to prioritize and aren’t afraid to roll up your sleeves
• Be flexible and open to feedback
• Thrive in change and want to help build better processes as you go

Responsibilities

• Manage a high-volume portfolio of single-location restaurants, supporting them from onboarding through renewal
• Launch new accounts
• Drive adoption
• Provide ongoing guidance
• Ensure customers see long-term success with Slang
• Play a hands-on role across the customer journey — including onboarding tasks, technical troubleshooting, and proactive outreach — with the goal of increasing retention and reducing churn
• Work closely with the broader CX team
• Contribute to scalable workflows
• Help shape how we deliver value to our SMB customers
• Launch new SMB accounts, owning the kickoff process, configuration, and early success milestones
• Provide clear guidance, manage timelines, and set customers up for long-term value
• Coach customers on how to use Slang effectively and help them understand how it supports their day-to-day operations
• Look for ways to boost engagement and usage of key features
• Keep your customers happy and successful
• Identify risks early, respond quickly, and go the extra mile to save accounts at risk of churn
• Serve as a frontline contact for basic technical questions and usage issues
• Triage problems and ensure customers get the help they need
• Thrive in a high-velocity environment and can juggle multiple accounts, priorities, and tasks without dropping the ball
• Follow through, even when things get messy
• Lead calls, send follow-ups, and document updates in a way that’s clear, timely, and professional
• Explain things simply and with hospitality in mind
• Partner closely with Sales, Implementation, and Support to ensure a smooth customer experience
• Surface feedback and help improve handoffs, tools, and workflows
• Share insights from the SMB segment that help Slang improve its product and service
• Advocate for the needs of smaller operators who may not always be heard

Preferred Qualifications

Have experience with restaurant operations, SaaS tools, or voice technology