Customer Success Manager

📋 Description

• • Own the full customer lifecycle for a growing portfolio of SMB restaurant partners across North America, ensuring every partner feels heard, valued, and empowered to thrive on the Sauce platform.
• • Serve as the single-threaded owner of your book of business—track daily usage, adoption rates, and health scores in Salesforce; forecast renewals and expansion revenue with precision; and consistently hit quarterly Net Revenue Retention (NRR) targets that directly influence company growth.
• • Drive measurable ROI for every operator by translating complex data into simple, actionable insights: show them exactly how many dollars they saved on commission fees, how many incremental orders they gained, and what next best actions will unlock the next growth milestone.
• • Design and deliver quarterly business reviews (QBRs) that feel more like strategic planning sessions than check-ins—use charts, benchmarks, and success stories to celebrate wins, surface bottlenecks, and co-create 90-day roadmaps that keep momentum high.
• • Become the voice of the customer inside Sauce: log feature requests, surface pain points, and partner with Product & Ops to prioritize fixes that will move the needle for thousands of restaurants, not just your own accounts.
• • Act as the calm, confident escalation point when urgent issues arise—coordinate with Support, Engineering, and Delivery Ops to resolve tickets fast, then follow up with a thoughtful post-mortem that prevents the same fire twice.
• • Collaborate seamlessly with Onboarding to guarantee every new restaurant has a frictionless go-live within their first seven days, sharing proven checklists, training scripts, and first-order celebration rituals that set the tone for long-term success.
• • Partner with Sales to identify high-value upsell, cross-sell, and referral opportunities—run joint discovery calls, build ROI business cases, and close expansion deals that deepen partner loyalty and increase ARR.
• • Contribute to a living library of customer-success playbooks, win-wire stories, and objection-handling talk tracks that help the entire CS team scale best practices across regions and time zones.
• • Champion local restaurants in every interaction—whether you’re jumping on a 6 a.m. Zoom with a deli owner in Detroit or texting a pizzeria manager in Phoenix at 9 p.m. to celebrate a record-breaking Friday night, your genuine passion for their success shines through.
• • Stay curious and data-driven—run A/B tests on email cadences, experiment with new health-score weightings, and share findings in weekly team huddles so we all get smarter together.
• • Embrace a flexible, remote-first culture that trusts you to manage your calendar, prioritize high-impact work, and still make time for virtual coffee chats that keep the human connection alive.