Client Success Manager - London, UK

Popmenu; City Of London; Remote; GBP 40,000 - 60,000; Full time

Job summary

A growing restaurant technology company is seeking a Client Success Manager to drive client growth and success using their platform. This primarily remote role requires someone based in Greater London, who can manage onboarding and long-term client relationships effectively. The ideal candidate will have 3-4 years of experience in SaaS, excellent communication skills, and a proactive mindset. Benefits include clear career progression opportunities and competitive commission structures.

Benefits

Visible Growth and Development

Impactful career progression opportunities

Competitive commission structure

Qualifications

• 3-4 years in customer success, onboarding, or implementation within B2B SaaS or hospitality technology.
• Able to simplify complex topics and guide clients confidently.
• Skillful in managing multiple priorities across client stages.

Responsibilities

• Lead onboarding for new restaurant clients from agreement signed through launch.
• Drive adoption of Popmenu tools focusing on tangible outcomes.
• Act as a long-term strategic partner for a portfolio of 100+ clients.

Skills

Proactive and Accountable

Client-Centred

Experienced in SaaS

Strong Communicator

Strategic yet Hands-On

Organized

Tech-Savvy

Tools

Salesforce

Gainsight

Google Workspace

Zoom

Job description

This job is brought to you by Jobs/Redefined, the UK's leading over-50s age inclusive jobs board.

Do you need to believe in the product you're selling? Are you looking to join a team that's passionate about making an impact and achieving results? Do you want to be part of the movement to help restaurants write their comeback story? Three times, yes? Join our team!

Who We Are:

Popmenu is a fast-growing restaurant technology company transforming how restaurants attract, engage, and serve their guests. Founded in 2016 and now serving around 12,000 locations worldwide, we've pioneered a dynamic menu experience that converts more browsers into customers and replaces numerous individual marketing tools with one integrated platform.

We're passionate about helping the hospitality sector thrive with solutions that make the challenge of growing a restaurant smarter, simpler, and more profitable. We are now focused on rapidly building our presence across the UK.

Job Description:

We are looking for a talented Client Success Manager who will lead the growth, change, and success for our clients using Popmenu's platform. We need someone in this role who can bring a great toolkit of best practices to the table and who is equally passionate about paving the way for long-term adoption of our platform. Our ideal candidate is also very curious.

As a Client Success Manager, you'll be responsible for guiding restaurant clients through onboarding, implementation, and long-term success on the Popmenu platform. You will ensure clients gain maximum value from our solutions, driving both their growth and our retention.

Key Responsibilities:

• Lead onboarding for new restaurant clients from agreement signed through launch.
• Set clear expectations on deliverables, timelines, and outcomes.
• Conduct kickoff calls, configure platform tools, and coordinate with internal teams (design, technical setup, support).
• Train clients on key product features including menu setup, marketing, and ordering tools.
• Identify and address roadblocks quickly - ensuring the first 45 days lay the foundation for long-term success.
• Collaborate closely with Sales, Product, and Support for a seamless client experience.

Client Success Management:

• Act as the long-term strategic partner for a portfolio of 100+ clients post-onboarding.
• Drive adoption of Popmenu tools with a focus on tangible outcomes: more orders, more revenue, more repeat guests.
• Own client health, covering retention and growth. Manage renewals and highlight upsell opportunities.
• Translate client data and insights into practical recommendations.
• Lead regular check-ins and business reviews, tailored to client size and stage.

Requirements:

• Proactive and Accountable: You take initiative, solve problems, and deliver results without waiting to be asked.
• Client-Centred: You build trust quickly and make clients feel heard, even in challenging conversations.
• Experienced in SaaS: 3-4 years in customer success, onboarding, or implementation - ideally within B2B SaaS or hospitality technology.
• A Strong Communicator: Able to simplify complex topics and guide clients with confidence.
• Strategic yet Hands-On: Comfortable switching between big-picture planning and detailed execution.
• Organized: Skilled at managing multiple priorities across client stages.
• Tech-Savvy: Familiar with Salesforce and/or Gainsight is an advantage. Proficiency with tools like Google Workspace and Zoom is essential.

Location Requirement: This is primarily a remote role, but you should be based within the Greater London area. You will be expected to attend 1-2 in-person team meetings per week and conduct onsite client visits as required.

What Success Looks Like:

• 100% onboarding completion within 45 days for assigned accounts, with strong CSAT and NPS scores.
• High client adoption of platform features by day 90.
• Strong client retention and growth across the portfolio.
• Clients view you as a trusted advisor, not simply a point of contact.
• Strong relationship-building across multiple stakeholders within client organisations.
• Ability to manage high-volume outreach effectively across a large portfolio.

Benefits:

What We're Serving:

We offer:

• Visible Growth and Development: There is no way to avoid personal growth in a start-up! We keep innovating and improving and our team members keep growing across the UK.
• The chance to make a measurable impact on both Popmenu's growth and the success of our clients.
• Clear career progression opportunities, including paths into leadership as we expand across the UK.
• Competitive commission structure and recognition for high performance.