Customer Success Manager

Summary

Join Crunchtime as a Customer Success Manager and drive the successful adoption and retention of our suite of back-of-house platforms for restaurant and foodservice operators. You will become an expert on our platform, providing guidance on its application to customer operational processes and business challenges. Using a consultative approach, you will help customers optimize product value and identify new opportunities for expansion. You will manage customer relationships, track renewals, and advocate for customers internally. You will also contribute to customer case studies and testimonials. This role requires collaboration with various internal teams and a passion for improving efficiency and customer success.

Requirements

• An excellent ‘explainer.’
• You are organized and process-oriented and enjoy uncovering opportunities to improve efficiency for yourself, your customers, and your team
• You are focused, action-oriented, and always anticipating next steps: a natural project manager. You can create urgency without being annoying
• You concentrate your efforts on the most important priorities, moving quickly through issues, and driving for completion. You know how to find the optimal balance between speed, accuracy, and quality in the work you deliver
• You have a polished, professional, and articulate communication & presentation style, but you’re not a robot. Your personality shines through!
• You listen well, ask the right questions, and know when more information is needed
• You are honest and empathetic. You see the world through the customer’s eyes
• You enjoy teaching others, be it a customer or a colleague
• You are creative and resourceful and can adapt to rapidly changing priorities in a fast-paced environment. You are comfortable making a judgment call in an ambiguous or novel situation
• Successful track record collaborating cross-functionally across internal teams (Sales, Support, Product, Engineering, Marketing, Finance) to solve customer problems
• Bachelor’s Degree
• 2-4 years experience in Customer Success or Account Management supporting a B2B SaaS product

Responsibilities

• Drive successful adoption and retention of all Crunchtime products within your portfolio of customers
• Become an expert on the value of Crunchtime platforms so that you can provide credible guidance on how best to apply the tool to their specific operational processes and business challenges
• Using a consultative approach, help customers optimize product value by teaching them how to leverage new or unused features
• Manage the ongoing customer relationship to encourage growth, expansion, and loyalty
• Identify new opportunities to expand Crunchtime to support additional work processes or departments within the customer’s business
• Track and close renewal business
• Advocate for customers internally by collaborating with our Product team to translate customer feedback into product requirements
• ���Prime the pump” for customer case studies, quotes, and testimonials by identifying advocates and sharing great stories with our Marketing team

Preferred Qualifications

• Experience managing restaurant operations
• Experience with Salesforce, Catalyst, Google Apps
• Experience working with a distributed team
• Experience supporting restaurant, convenience store, or grocery industry verticals

Benefits

• Great mission-driven team members from diverse backgrounds with a strong company culture
• Competitive pay
• Flexible PTO
• Paid company holidays
• Yearly team off-sites
• International travel opportunities
• Medical, dental, and vision benefits (FSA, HSA & HRA options)
• Basic & Voluntary Life Insurance
• 401k employer match
• Wellness benefits (Headspace, Headspace+)
• Commuter benefits
• Work in an open environment on solutions that are reshaping the way businesses operate
• Fun team events
• Ability to have a big impact
• 10 weeks of paid parental leave
• Fitness reimbursement
• Learning & development funds