Customer Success Manager

The employer is recruiting a Customer Success Manager for a product company that builds enterprise software for multi-site restaurant groups. The role owns a portfolio of enterprise and mid-market restaurant accounts, focusing on renewals, expansion, and retention rather than support.

Responsibilities include managing customer relationships post-onboarding, driving renewals and upsells, uncovering operational pain points, monitoring account health, running QBRs, and feeding structured customer feedback into Product and Engineering. Candidates need around 5 years in Customer Success, Account Management, or SaaS Sales, with a track record in B2B renewals and upsells, strong discovery skills, and commercial confidence.

Own the relationship with enterprise and mid-market customers from post-onboarding onwards

Drive renewals and expansion across modules, locations, and licenses alongside Sales

Uncover operational, financial, and workflow problems and translate them into value propositions

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

Advocate internally by bringing structured customer feedback to Product and Engineering

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 problems

Commercial confidence with ability to negotiate and influence without escalation

Comfort juggling multiple accounts and competing priorities