Junior Customer Success Manager (Porto, Portugal)

About UMAI

UMAI builds reservation, table management, and guest CRM software for restaurants in 15+ countries. From Lisbon to Kuala Lumpur, hundreds of venues use our platform to cut no-shows, fill more seats, and actually know who’s walking through their door. The team is 15+ nationalities strong, and we’re not interested in being just competitive — we want to be badass.
The Role:
You’ll be the person our restaurant partners talk to right after they sign up. Your job is to get them set up, get them using the product properly, and make sure they’re seeing results fast. You’ll work closely with the CS team and pick up a lot about SaaS, hospitality tech, and what makes restaurants tick.

Your Responsibilities:
• Run onboarding for new restaurant partners end-to-end: account setup, floor plan configuration, widget integration, staff training
• Be the go-to person for your accounts — answer questions, share tips, and make sure they’re getting the most out of reservations, table management, CRM, and marketing tools
• Keep an eye on how your accounts are doing (logins, reservation volume, no-show rates) and step in before small problems become big ones
• Build real relationships with restaurant owners and managers — not scripted check-ins, actual conversations
• Collect product feedback from customers, document it properly, and pass it to Product and Sales so it actually gets used
• Help with retention by spotting early warning signs and working with the team on how to fix them
• Improve internal processes: update playbooks, write knowledge base articles, flag what’s not working
Your Profile:
• 1–2 years in Customer Success, Account Management, or any client-facing role (SaaS is a plus, not a must)
• You are based in Porto
• Fluent English (written and spoken) and native Portuguese; other European languages are a bonus - only CVs in English will be considered
• You actually care about hospitality, food, or restaurant tech - not just on paper
• You can explain something complex to someone who has 30 seconds and a restaurant full of guests
• Organized enough to handle multiple accounts without dropping balls
• When a customer churns, you want to understand why - not just move on
• Comfortable with CRMs, ticketing tools, and spreadsheets

Bonus Points:
• You’ve worked in a restaurant, bar, or hotel (front of house, F&B management, anything hands-on)
• You know what a reservation system or POS actually looks like from the inside
• You’ve worked at a startup or scale-up before and know the pace

Our Values:
• Sense of Urgency - Today is better than tomorrow
• Overachievement - Beating yourself yesterday
• Learning & Growth - It’s okay to not know, but it’s not okay to not try
• Commitment & Ownership - You own it from start to end and it succeeds or fails with you
• Candidness - Be honest and communicate