We are looking for a Customer Success Manager (CSM) to help secure the long-term success of our restaurant partners. You will provide support throughout their entire life cycle from onboarding, to adoption, to retention. This role is essential to ensuring that our customers have a world-class experience and opportunities to further develop their business.
The Sauce CS team is the heartbeat of our customers. We are a diverse, global team working to help our customers meet their business goals through creative problem-solving, data and deep product knowledge. We’re empathetic relationship builders, curious minds, doers, thinkers, strategizers, and friendly humans. The passion we have for the Sauce mission makes it easy to be obsessed with our customers.
This role is in the field 3-4 days a week, and reports to the Director of Customer Success.
What you’ll do:
Be responsible for a growing portfolio of restaurant accounts, focused on order growth, retention, upsell opportunities, and referrals.
Educate restaurants on our product offering, proprietary technology and the benefits (dollars saved) to their business.
Work with Sales and Onboarding teams to bring new restaurant partners live on Sauce
Work in a cross functional capacity to gather and help prioritize restaurant feedback related to product improvements
Track key success metrics and KPIs, monitor restaurants’ performance and be proactive
Help our restaurant partners maximize their Sauce platform performance.
Be an internal ambassador for our restaurant partners.
Be the main escalation points for day-to-day restaurant success tickets.
Analyze and report on restaurant feedback to the internal team to inform product and messaging improvements
Manage the entire restaurant renewal process for your assigned accounts.
Encourage upsells, cross-sells, referrals.
Achieve monthly, quarterly, and annual growth and retention KPI
Customer delight is a necessity!
What You Bring:
Based in the Miami area
3+ years experience in a Restaurant Success or Account Management role
3+ years experience with the restaurant industry is required (in tech or restaurant operations)
Deep understanding and knowledge of the restaurant and online food ordering industries
Experience with CRM service tools (e.g, Salesforce, Hubspot)
You are Data Driven, Detail Oriented, and Patient
Clear and efficient communicator with excellent listening skills
Strong problem solver who takes pride in finding solutions and helping customers
Experience working with offshore teams is a plus!
Strong quality assurance processes to ensure every team member is delivering quality
You're a passionate person and excited about growing a new technology and business
You’re open to being in the field, boots on the ground, to visit your customers!
What we offer:
Strong & Competitive Compensation Package
Medical, Dental, and Vision Insurance
Paid Parental Leave
Flexible Work Environment
Responsible Paid Time Off Policy
Sauce is an equal opportunity workplace and an affirmative action employer. We welcome all qualified applicants regardless of race, color, ancestry, religion, sex (including pregnancy and related conditions), national origin, sexual orientation, age, marital status, disability (physical or mental), gender identity, gender expression, genetic information, veteran status, citizenship, immigration status, or any other classification, category or characteristic protected by applicable federal, state or local laws. We understand the importance of creating a more diverse and inclusive workplace and celebrate our employees for their differences.
Skills Required
- Based in the Miami area
- 3+ years of experience in restaurant success or account management
- 3+ years of experience in the restaurant industry, either in technology or restaurant operations
- Deep understanding of the restaurant and online food ordering industries
- Experience with CRM service tools such as Salesforce or HubSpot
- Data-driven and detail-oriented approach
- Clear and efficient communication skills with excellent listening ability
- Strong problem-solving skills and customer-focused attitude
- Experience working with offshore teams
- Strong quality assurance process experience
- Willingness to work in the field and visit customers
What We Do
Sauce reconnects restaurants with their online customers. A first party delivery & pickup platform for restaurants with direct web & social media ordering, Sauce empowers successful local restaurants to manage and grow commission-free online sales through their website, Facebook, Instagram and Google listings.
