Customer Success Manager

Supy; Hong Kong; On-site; HKD 480,000 - 720,000; Full time

Job summary

Supy in Hong Kong is seeking a Customer Success Manager to own the post-sale lifecycle for APAC restaurant groups. You will guide onboarding, drive adoption across inventory, procurement and cost control, and act as a trusted advisor to maximize impact.

You will nurture relationships, identify expansion opportunities, monitor health metrics, and collaborate with product and support teams to deliver measurable ROI.

Qualifications

• 3–5+ years in customer success or account management for B2B SaaS.
• Strong knowledge of restaurant operations, procurement, and cost management.
• Experience with CRM and CS tools (Salesforce, HubSpot, Gainsight).
• Fluent in English and Cantonese.

Responsibilities

• Lead onboarding and adoption for restaurant clients to ensure seamless integration.
• Manage relationships and identify expansion opportunities across accounts.
• Monitor health metrics and resolve issues to maintain high retention.
• Collaborate with product and internal teams to translate feedback into improvements.

Skills

Customer success

Account management

Data-driven decisions

Analytical mindset

Fluent English

Cantonese

Multi-account mgmt

Education

Bachelor’s degree in business, hospitality management, or related field

Tools

Salesforce

HubSpot

Gainsight

Job description

About Us:

Supy is transforming the restaurant industry with a data-driven inventory management platform. Our solution enables multi-location restaurant groups to cut costs, reduce waste, and maximize profitability through real-time data, actionable insights, and time-saving automation. Join us in redefining restaurant operations through innovative technology and seamless customer experiences.

Role Overview:

As a Customer Success Manager at Supy, you will be the key point of contact for our customers in Hong Kong, owning the full post-sale lifecycle from onboarding to long-term growth. Your mission will be to ensure restaurant groups successfully adopt Supy and achieve measurable operational and financial impact.

This is a unique opportunity to shape how customer success is delivered in APAC, with strong ownership and visibility in a fast-growing SaaS company.

Key Responsibilities:

Customer Onboarding & Adoption

• Guide restaurants through smooth onboarding, ensuring seamless integration and adoption of Supy’s solutions.
• Train and support restaurant teams on platform features aligned with their operations.
• Drive engagement across core modules including inventory, procurement, and cost control.

Account Management & Growth

• Build and nurture long-term relationships with stakeholders across restaurant teams.
• Act as a trusted advisor, providing insights to optimize operations and performance.
• Identify opportunities for account expansion and support renewal processes.

Customer Success & Retention

• Monitor account health, proactively identifying risks and ensuring high customer satisfaction.
• Resolve issues promptly in line with SLA commitments.
• Deliver tailored solutions by collaborating closely with internal teams.

Insights & Collaboration

• Track and analyze KPIs, preparing reports that demonstrate value and ROI.
• Relay customer feedback to product and internal teams to support continuous improvement.
• Contribute to overall business growth through customer success outcomes.

Qualifications:

• 3–5+ years of experience in customer success or account management within B2B SaaS, hospitality tech, or POS/restaurant tech.
• Strong understanding of restaurant operations, procurement, and cost management.
• Ability to manage multiple customer accounts effectively.
• Analytical mindset with the ability to use data to drive decisions and insights.
• Familiarity with CRM and customer success tools (e.g., Salesforce, HubSpot, Gainsight).
• Strong customer-centric mindset with a passion for helping clients succeed.
• Fluent in English and Cantonese.

Preferred Attributes:

• Bachelor’s degree in business, hospitality management, or a related field.
• Previous experience as a cost controller in restaurants.
• Experience in the F&B, hospitality, or restaurant tech space.
• Basic understanding of SaaS platforms and APIs.Excited to be part of a market launch and build something from the ground up.
• Mandarin is a plus.