Customer Success Manager

Summary

Join Sauce, a leading restaurant technology platform, as a Customer Success Manager (CSM) to ensure the long-term success of our restaurant partners. You will provide comprehensive support throughout their lifecycle, from onboarding and adoption to retention, guaranteeing a world-class experience and business growth opportunities. This remote role, reporting to the Director of Customer Success, involves managing SMB restaurant accounts, tracking key metrics, identifying expansion opportunities, and driving platform adoption and ROI. You will conduct data-driven business reviews, gather customer feedback, and collaborate with various teams for continuous improvement. The ideal candidate possesses 3+ years of experience managing restaurant or hospitality accounts, a deep understanding of off-premise ordering and restaurant economics, and proficiency in Salesforce/HubSpot and Excel/Sheets. A passion for helping local businesses thrive is essential.

Requirements

• 3+ years managing restaurant or hospitality accounts (SaaS or in-house ops)
• Deep understanding of off-premise ordering, delivery logistics, and restaurant unit economics
• Comfortable in Salesforce/HubSpot (or similar) and fluent in Excel/Sheets for KPI tracking
• Data-driven, organized, and proactive—you solve problems before the ticket is opened
• Clear communicator and active listener who can coach busy operators both in-person and over Zoom

Responsibilities

• Own the book
• Manage a growing set of SMB restaurant accounts—track usage, adoption, health scores, forecast renewals, and hit quarterly NRR targets
• Identify expansion, upsell, cross-sell, and referral opportunities; partner with Sales to close them
• Drive adoption & ROI Train operators on Sauce’s platform and best practices, translating “dollars saved” and “orders gained” into clear next steps
• Run data-driven business reviews (QBRs) and health checks to surface wins and unblock growth
• Advocate for the customer Gather feedback, diagnose root causes, and route insights to Product & Ops for continuous improvement
• Serve as an escalation point for time-sensitive issues, coordinating with Support until resolution
• Work as one team Partner closely with Onboarding to deliver smooth go-lives
• Share playbooks, metrics, and voice-of-customer trends with Marketing, Sales, and Leadership

Preferred Qualifications

• Experience collaborating with offshore or distributed teams is a plus
• Genuine passion for helping local businesses win

Benefits

• Flexible, remote-friendly work environment
• Responsible PTO