Customer Success Manager

Recruitis is hiring a Customer Success Manager on behalf of a well-funded enterprise software client whose platform helps multi-site restaurant groups streamline operations, lift revenue per location, and improve guest experience. The role owns a portfolio of enterprise and mid-market restaurant accounts from post-onboarding onward, serving as the trusted contact for owners, operators, and store managers.

Key duties include driving renewals, expansion, and retention by identifying upsell opportunities across modules, locations, and licenses; managing the expansion pipeline with Sales; running commercial negotiations; monitoring account health and churn risk; running ROI-focused QBRs; advocating customer feedback internally; and helping build CS playbooks and processes. Candidates need 5 years in Customer Success, Account Management, or SaaS Sales with proven B2B SaaS renewals and upsell experience.

Own a portfolio of enterprise and mid-market restaurant customers from post-onboarding onward

Drive renewals and expansion across additional modules, locations, and licenses

Forecast and manage the expansion pipeline alongside Sales and run commercial negotiations

Monitor usage, adoption, and engagement; spot churn risk early and run ROI-focused QBRs

Advocate customer feedback to Product and Engineering and contribute to CS playbooks and processes

5 years in Customer Success, Account Management, or SaaS Sales

Proven experience with renewals, upsells, or cross-sells in a B2B SaaS environment

Strong discovery skills to surface real customer problems

Commercial confidence to negotiate and influence without escalating to a manager

Ability to juggle multiple accounts and competing priorities