Manager of Customer Success

Summary

Join Crunchtime as a Manager of Customer Success and lead a high-performing team of Customer Success Managers (CSMs) and Associates. You will be responsible for driving customer success, building strong relationships, and expanding the use of Crunchtime platforms within the restaurant and hospitality industry. This role involves coaching and mentoring your team, collaborating with cross-functional teams, and partnering with sales and professional services to identify upsell opportunities. You will also contribute to establishing goals and responsibilities for the Customer Success team and ensure the execution of the customer journey. The ideal candidate possesses excellent communication and problem-solving skills, 4+ years of Customer Success experience in a SaaS environment, and a proven ability to build and maintain strong relationships. This position offers a competitive salary, flexible PTO, paid holidays, comprehensive benefits, and opportunities for professional development.

Requirements

• Excellent communication, writing, and problem-solving skills
• 4+ years Customer Success experience in a SaaS role
• Strong collaboration, time-management, motivation, and prioritization skills are critical to the success of this role
• Self-starter who can drive initiatives and goals to completion in a timely way
• The ability to build and maintain relationships internally and with customers
• Excellent listening, presentation, and communication skills at all business levels
• The ability to partner with customers to develop their strategic direction
• Technically savvy and has an interest in leveraging data, analytics, and automation to drive demonstrable ROI

Responsibilities

• Lead, coach, and empower your Customer Success team to be customer advocates and trusted advisors
• Conduct regular account review meetings with CSMs/CSAs and regular one-on-ones to discuss and ensure growth and development within their customers
• Work with the Customer Success Leadership team to help establish and manage goals and responsibilities for Customer Success Managers and Associates
• Understand the value our CrunchTime platforms, how they work, and the multitude of ways our restaurant and hospitality customers use and get value from our systems
• Support and develop the team on the tools and processes needed to support our team goals and customer engagement
• Ensure execution of customer journey, including engagement, business reviews, retention and the identification of upsells and other service opportunities
• Collaborate with cross-functional teams to ensure a seamless experience for our customers
• Be the first point of escalation for your team and customers in your book of business
• Foster a positive team culture and participate in team development including hiring, onboarding, career development, and performance management
• Ensure your team members exceed expectations in core knowledge, communication, and execution of corporate goals
• Develop senior-level relationships with customers
• Partner and support our Sales organization in upsell opportunities
• Partner with Professional Services team to propose, scope and price services for our customers
• Remain knowledgeable and up-to-date on Crunchtime products and releases

Preferred Qualifications

• People manager at heart - you love mentoring, leading, and contributing to the professional development of those around you. You are a servant leader
• Experience with and PASSION for working with customers in the restaurant and hospitality industry
• Familiarity with Catalyst, Salesforce, Google Suites, Monday, Zendesk, and JIRA
• A history or experience with any of our or any other restaurant software platforms

Benefits

• Competitive pay
• Flexible PTO
• Paid company holidays
• Yearly team off-sites
• Medical, dental, and vision benefits (FSA, HSA & HRA options)
• Basic & Voluntary Life Insurance
• 401k employer match
• Wellness benefits
• 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