Customer Success Manager

Swooped is a Talent Platform (not a staffing agency). We are not the employer for this role and do not make hiring decisions. Clicking “Apply” takes you to Swooped to review the role and hiring company details.

About the Opportunity

Global restaurant brands run their operations on a leading platform. Delivering a consistent guest experience across every location and managing food and labor costs are at the core of how this software is used today in over 150,000 locations across 100 countries by the world’s top restaurant and foodservice operators. Customers rely on this top-ranked platform, which now includes an integrated solution to manage inventory, staff scheduling, learning and development, food safety, operational tasks, and audits.

About the role

Customers have complex operations distributed across time zones and geographies, often trying to manage it all on paper and in spreadsheets. An operations execution platform has been created which serves as the source of truth for work happening across the organization, which chain operators use to align everyone from headquarters to the field to the stores. The end goal is to improve the way work gets done in the field to ensure that every meal is a safe meal.

The team is comprised of cooperative, fun, and caring contributors who like to laugh and provide each other with the support, tools, and know-how to succeed with customers and the team. While individuals work with their own group of customers, collaboration, discussion, and assistance are provided wherever needed.

Key Responsibilities

• Drive successful adoption of the platform within your portfolio of customers.
• Become an expert user of the platform so that you can provide credible guidance on how best to apply the tools to customers’ specific operational processes and business challenges.
• Using a consultative approach, help customers optimize product value by guiding them on leveraging new or unused features.
• Manage the ongoing customer relationship to encourage growth, expansion, and loyalty.
• Identify new opportunities to expand the platform to support additional work processes or departments within the customer’s business.
• Track and close renewal business.
• Advocate for customers internally by collaborating with the Product team to translate customer feedback into product requirements.
• “Prime the pump” for customer case studies, quotes, and testimonials by identifying advocates and sharing great stories with the Marketing team.

Required Qualifications

• An excellent ‘explainer.’
• Organized and process-oriented, with enjoyment in uncovering opportunities to improve efficiency for yourself, your customers, and your team.
• Focused, action-oriented, and always anticipating next steps: a natural project manager. Ability to create urgency without being annoying.
• Concentrates efforts on the most important priorities, moving quickly through issues, and driving for completion. Knows how to find the optimal balance between speed, accuracy, and quality in the work delivered.
• Polished, professional, and articulate communication and presentation style, with personality shining through.
• Listens well, asks the right questions, and knows when more information is needed.
• Honest and empathetic. Sees the world through the customer’s eyes.
• Enjoys teaching others, be it a customer or a colleague.
• Creative and resourceful, able to adapt to rapidly-changing priorities in a fast-paced environment. Comfortable making a judgment call in an ambiguous or novel situation.
• Successful track record collaborating cross-functionally across internal teams (Sales, Support, Product, Engineering, Marketing, Finance) to solve customer problems.
• Willingness to travel occasionally to lead on-site business reviews, attend customer conferences, and attend company or departmental events.
• Bachelor’s Degree.
• 2-4 years of experience in Customer Success or Account Management supporting a B2B SaaS product.

Preferred Qualifications

• Experience managing restaurant operations.
• Experience with Salesforce, Catalyst, Google Apps, DocuSign, Monday.com.
• Experience working with a distributed team.
• Experience supporting restaurant, convenience store, or grocery industry verticals.

What you’ll get

• Great mission-driven team members from diverse backgrounds with a strong company culture.
• Competitive pay.
• Unlimited PTO.
• Paid company holidays.
• Yearly team off-sites.
• International travel opportunities.
• Medical, dental, and vision benefits (FSA, HSA & HRA options).
• Basic & Voluntary Life Insurance.
• 401k employer match.
• Wellness benefits (Headspace, OneMedical, Omada, Ginger.io, Gympass, Carrot).
• 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.

Compensation

The annual base compensation range for this position is $85,000 – $95,000 . The reasonably estimated total cash compensation (base variable) range for this full-time position will be $97,000 – $107,000.

Actual compensation is based on factors unique to each candidate, including, but not limited to: job-related skills, qualifications, education, experience, and location. A location-based compensation system is in place, so someone doing the same job in a different city might have a different pay range.

The organization complies with federal and state disability laws and makes reasonable accommodations for applicants and employees with disabilities.

The organization is an equal opportunity employer. It does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, disability, veteran status, or any other characteristic.

There is an inclusive and diverse workplace where every team member is respected and valued. As a global software development company, it is believed that a diverse employee population enriches the work environment.

Applicants are encouraged to apply regardless of background or experience; even if all qualifications are not met, because unique experiences and perspectives are believed to make the team stronger.