Technical Account Manager

Flipdish Limited; Greater London; Hybrid; GBP 55,000 - 85,000; Full time

Benefits offered by this job

Hub model: hybrid with London Bridge 2

25 days annual leave

Private healthcare

Pension: UK retirement savings

Equity (ESOP)

Team meet-ups

Wellbeing benefits

Job summary

Flipdish Limited is hiring for a Customer Success role in London. You will own a focused restaurant client portfolio, act as a technical problem solver, and drive account health, retention, and growth across Success, Support, Product, and Sales.

You’ll partner with multiple teams to reduce churn and increase product adoption. You’ll use data to diagnose issues, translate technical context into business impact, and lift commercial outcomes while maintaining high standards of relationship

Qualifications

• Experience in technical account management, strategic account management, customer success, support, implementation, or similar customer-facing roles.
• Ability to combine commercial ownership with strong technical troubleshooting to translate root causes into business impact.
• Experience with SaaS implementations, integrations, product troubleshooting, or structured technical escalations.
• Highly organized with strong documentation habits and follow-through across actions and escalations.
• Proficient in using data to understand customer health, diagnose problems, and recommend actions.

Responsibilities

• Own a focused portfolio of restaurant clients; build trusted relationships and take responsibility for account health, retention, and growth.
• Grow account value through consultative conversations and identify opportunities to increase subscription revenue and product adoption.
• Monitor health, usage, order performance, adoption, and engagement; act early on churn risks and optimise online ordering, app/web, loyalty, and retention setups.
• Own the escalation pipeline into Support and Product; investigate issues, provide clear context, and triage and track cases to resolution.
• Act as technical liaison for the wider team; turn recurring pain points into structured feedback and actionable themes.
• Use Salesforce, Looker, dashboards, and performance data to diagnose problems, develop plans, identify growth opportunities, and report on churn risk and resolutions.

Skills

Account management

Client relationships

Commercial mindset

Problem solving

Cross-functional collaboration

Tools

Salesforce

Looker

Job description

At Flipdish, we're turning the tables in favour of independent restaurant and takeaway owners by offering them powerful, simple-to-use tech solutions backed by real human support. Everything we do is designed to make running a restaurant satisfyingly simple in a world that’s anything but.

About the role

You'll join Flipdish’s Success organisation, owning and growing a focused portfolio of restaurant clients while acting as a proactive technical problem solver for the wider team. You'll partner closely with Strategic Account Management, Customer Support, Product, Sales, and Activations to improve customer satisfaction, retention, product adoption, and commercial growth.

This role blends commercial account ownership with technical curiosity. You'll be as comfortable discussing business goals, negotiating growth opportunities, and preventing churn as you are investigating customer issues, clarifying root causes, and translating technical context into clear commercial impact.

Success in this role looks like a healthy and growing account portfolio, earlier identification of churn risks, faster and clearer escalation management, and a stronger feedback loop between customers, Success, Support, and Product.

What you'll own

• Own a focused portfolio of restaurant clients; build trusted relationships with key stakeholders and take responsibility for account health, satisfaction, retention, and commercial growth.
• Grow account value through consultative conversations; identify opportunities to increase subscription revenue, net fees, product adoption, and use of relevant Flipdish products and features.
• Monitor customer health, usage, order performance, adoption, and engagement signals; act early on churn risks and optimise each customer’s online ordering, app/web, loyalty, and retention setup.
• Own the Success escalation pipeline into Support and Product; investigate issues, provide clear customer and commercial context, and ensure urgent or complex cases are triaged, prioritised, tracked, and followed through to resolution.
• Act as the technical bridge for the wider Strategic Account Management team; support issues beyond your own portfolio and turn recurring customer pain points into structured feedback, trend reporting, and actionable Product or Support themes.
• Use Salesforce, Looker, Flipdish Portal dashboards, customer health scores, QBRs, and account-performance data to diagnose problems, develop account plans, identify growth opportunities, and report on churn risk, escalation volume, themes, and resolution times.
• Challenge poor decisions and propose better ways of working. Constructive challenge is a responsibility—prioritising harmony over truth or progress is a failure of responsibility.

What success looks like

Within your first three months, you will have:

• Built a strong working knowledge of Flipdish products, tools, customer challenges, and Success processes.
• Taken ownership of a defined account portfolio, established regular contact with key customers, and created clear plans for account health, retention, and growth.
• Identified and acted on meaningful churn risks, product issues, optimisation opportunities, and commercial growth opportunities using customer and performance data.
• Earned the trust of Strategic Account Management, Customer Success, Support, and Product as a reliable technical liaison with strong organisation, documentation, and follow-through.
• Reduced friction between Success, Support, and Product by improving escalation quality, visibility, prioritisation, and communication through to resolution.

About you

You'll thrive in this role if you:

• Have experience in technical account management, Strategic Account Management, Customer Success, Support, implementation, or a similar customer-facing role.
• Can combine commercial account ownership with strong technical troubleshooting instincts, investigating likely root causes before escalating.
• Understand the commercial drivers of retention, churn prevention, upsell, product adoption, and account growth.
• Can manage a portfolio of accounts while also helping the wider team resolve urgent or complex technical customer issues.
• Communicate clearly and can translate technical detail into practical customer impact, commercial risk, and useful context for internal teams.
• Are highly organised, with strong documentation habits and consistent follow-through across account actions and escalations.
• Use data confidently to understand customer health, diagnose problems, prioritise action, and make evidence-based recommendations.
• Work effectively across Support, Product, Sales, Activations, and Success, taking initiative without needing constant direction.
• Stay calm under pressure and take a consultative, solution-focused approach with frustrated customers or urgent issues.
• Bring low ego, curiosity, and a willingness to learn while constructively challenging unclear thinking or ineffective processes.

The following would help you stand out:

• Experience in restaurant, hospitality, e-commerce, payments, or hospitality technology.
• Hands-on familiarity with Salesforce, Looker, customer-health tooling, or similar analytics and CRM platforms.
• Experience supporting SaaS implementations, integrations, product troubleshooting, or structured technical escalations.

What you get

We're a growing startup, and we understand that amazing incentives attract amazing talent. Alongside a competitive salary, we offer unparalleled opportunities for career growth. If you're smart, ambitious, and hard-working, we'll do whatever it takes to make you a Flipdisher!

• Hub model (hybrid): A healthy blend of hub and home working, with two days per week from our London Bridge office
• Time off: 25 days' annual leave + public holidays + company days, including seasonal Summer Fridays
• Private healthcare: UK cover, including Vitality private health insurance
• Pension: UK retirement savings support
• Equity (ESOP): Share options, so you can share in Flipdish’s long-term success
• Team connection: Regular team meet-ups and company events
• Wellbeing extras: Bike-to-work and wellness benefits

Here's what you can expect throughout the interview process.

• Recruiter screening call (15-30 minutes)
• Competency / technical stage
• Reference checks

Our culture

At Flipdish, we're on the side of independent restaurant and takeaway owners, running busy operations on tight margins with rising costs, staffing challenges, and an increasingly demanding customer base. Our job is to make their lives easier with technology that's powerful, satisfyingly simple, and backed by real human support.

Our integrated ecosystem, spanning online ordering, marketing, loyalty, point of sale, menu optimisation, and operational automation, helps restaurants grow while staying in control. We're an AI-first company, and we use it to help our customers get better outcomes - faster ordering, smarter marketing, and smoother operations - so owners and teams can spend more time on what matters.

Inside the company, we value ownership and clarity, with a friendly, people-led culture behind it. We trust our people to help shape what kind of employer Flipdish is, not just follow a script. Transparency is huge for us: we listen to each other and create the space for people to grow, with balance rather than burnout. We're focused on impact and team energy, not "being seen". You'll have meaningful scope, work closely with smart people across teams, and be trusted to make things better as Flipdish scales.

We know imposter syndrome can be a thing - don't let it be. We want enthusiastic people from all backgrounds. If you feel like you're up for working with us, get in touch.

If you need assistance during the hiring process, reach out - we'll love to hear from you.