Customer Success Manager

Summary

Join Olo as a Customer Success Manager and become the internal advocate for our clients, ensuring their success with our SaaS platform. You will manage a portfolio of 30+ customers, building strong relationships and driving product adoption. Responsibilities include conducting executive business reviews, proactively addressing issues, and collaborating with internal teams. This full-time position offers remote work flexibility within the U.S. or at our NYC headquarters. The ideal candidate possesses 2+ years of relevant experience in customer success, account management, or related fields, along with excellent project management skills. Olo offers a comprehensive benefits package, including paid time off, health insurance, 401k match, and more.

Requirements

• Minimum 2+ years relevant work experience in customer success, account management, enterprise sales, or other related fields (Restaurant and/or SaaS experience strongly preferred)
• Excellent project management skills and experience applying internal resources and external partners to accomplish deadlines
• A curiosity that fuels inquisition, self-learning and ultimately, autonomy
• Legally able to work in the U.S

Responsibilities

• Manage a portfolio of 30+ customers, to develop a trusted-advisor relationship with partners and executive sponsors to drive product adoption and ensure clients are leveraging the solution to achieve their business goals
• Be the internal customer champion by advocating for the prioritization of needed product enhancements, and manage customer expectations accordingly
• Maintain overall customer health metrics including NPS and CSAT surveys, Year-over-year sales, order error monitoring, customer feedback, etc
• Proactively address discovered issues, and act as the main point of contact for escalations
• Conduct Executive Business Reviews (EBR's) to demonstrate Return on investment through Olo products, promote adoption, deepen engagement, and highlight progress towards the customer's business priorities
• Advise and empower clients with best practices on leveraging our solutions to ensure product adoption and ultimately the achievement of their desired business objectives and outcomes
• Help troubleshoot by identifying potential issues and liaising effectively towards a resolution with various internal teams including Specialists, Support, Engineering, and Product
• Collaborate closely with Customer decision makers including IT, Marketing, and Operations to identify and drive key goals both for Olo and the customer
• Provide effective consultation based on client needs by identifying performance improvement opportunities as well as sharing insights & advice for optimizing platform utilization

Preferred Qualifications

• Experience in SendGrid or similar email marketing platform
• Experience in Tableau, Looker, or comparable BI Reporting Solution
• Experience working in the Front of House restaurant industry
• Experience in Zendesk, Jira, Asana, Looker or Salesforce
• Experience in writing internal documentation and client facing collateral

Benefits

• 20 days of paid time off
• 10 separate sick days
• 11 holidays, plus year-end closure
• Health, dental, and vision coverage for yourself and your family
• A 401k match
• Remote-office stipend
• Company equity
• A generous parental leave plan
• Volunteer time off
• Gift matching policy
• Remote work