Hybrid Customer Success Manager: Growth & Onboarding

GiftTrees; Greater Manchester; Hybrid; GBP 40,000 - 50,000; Full time

Benefits offered by this job

Hybrid working

Career progression potential

Job summary

GiftTrees is seeking a commercially minded Customer Success Manager on a 6-month fixed-term basis in the Manchester area. This role sits at the intersection of sales, operations, and growth, delivering an exceptional customer experience while driving commercial performance across restaurant accounts.

You will onboard new restaurant groups, coordinate EPOS integration and data flow, and support venues to launch and grow with GiftTrees.

Qualifications

• Strong background in Customer Success, Account Management, or Customer Service.
• Proven ability to build relationships and drive customer retention.
• Commercial mindset with a track record of improving account performance.
• Strong analytical skills with the ability to turn data into actionable insights.
• Excellent communication and stakeholder management skills.
• Comfortable working cross-functionally in a fast-paced environment.
• Experience in hospitality, SaaS, or technology is highly desirable.
• Passion for sustainability and making a positive impact.

Responsibilities

• Work closely with the sales team to support new business wins
• Ensure a smooth transition from signed deal to onboarding
• Provide operational and commercial insight to help close opportunities
• Onboarding New ROCs (Restaurant Operating Companies)
• Own the end-to-end onboarding journey from contract to launch
• Coordinate technical setup (EPOS integration, contribution configuration, data flow)
• Ensure partners have the necessary marketing assets and training
• Set each venue up for a successful launch
• Troubleshoot operational and technical issues
• Support teams remotely to drive early adoption and performance
• Act as the primary point of contact for your accounts
• Build strong, long-term relationships with operators and key stakeholders
• Respond to queries quickly and effectively
• Deliver a high standard of ongoing support
• Proactively identify opportunities to improve performance across your accounts
• Implement plans to increase contribution uptake and engagement
• Optimise how GiftTrees is presented within venues
• Identify and unlock expansion opportunities (e.g. rolling out to new sites)

Skills

Customer Success

Account Management

Data analysis

Communication

Stakeholder management

Cross-functional

Hospitality/SaaS experience

Job description

GiftTrees is seeking a commercially minded Customer Success Manager on a 6-month fixed-term basis in the Manchester area. This role sits at the intersection of sales, operations, and growth, delivering an exceptional customer experience while driving commercial performance across restaurant accounts.

You will onboard new restaurant groups, coordinate EPOS integration and data flow, and support venues to launch and grow with GiftTrees.