Customer Success Manager

Simplyhired; Ernakulam; Híbrido; INR 446 000 - 893 000; Tempo integral

Resumo da oferta

SpiceApp in Kochi, Kerala is hiring a Customer Success Manager who will own the post-sale relationship from onboarding to renewal. You will work closely with restaurant owners and our engineering team to translate needs into clear requirements and guide successful adoption of POS, KDS, online ordering, and reporting features.

The role requires 3–6 years in customer success or restaurant onboarding, excellent English, and a comfort with dashboards and data.

Qualificações

• 3–6 years of customer success, account management, or restaurant onboarding experience.
• Experience onboarding restaurants onto food ordering services, POS systems, or similar platforms preferred.
• Excellent spoken and written English required for US-based communication.
• Tech-savvy with dashboards, software configuration, and basic data handling.
• Ownership: you finish what you start and own issues through resolution.
• Leadership: you can lead kickoff calls and manage expectations with restaurant owners.

Responsabilidades

• Owns the relationship from onboarding to renewal for each restaurant.
• Lead kickoff calls, set timelines, hardware, training, and go-live milestones.
• Build trust with owners, managers and staff and ensure high adoption of SpiceApp features.
• Translate restaurant requirements into technical specs for engineering.
• Track NPS, health metrics, and renewals and surface insights for product teams.
• Coordinate with Sales, Implementation, Support and Tech Lead to resolve issues.

Conhecimentos

English communication

Technical thinking

Ownership mindset

Leadership

Calm under pressure

Google Sheets

Ferramentas

Google Sheets

CRM tools

Descrição da oferta de emprego

About SpiceApp

SpiceApp is a US-based restaurant technology platform serving Indian and multicultural restaurant groups across Pennsylvania, New Jersey, New York, Delaware, and surrounding areas. We build a unified ecosystem — Point of Sale, Kitchen Display System, online ordering PWA, payments, and AI-driven analytics — that helps restaurant owners run faster, smarter operations. We are bootstrapped, profitable on a per-client basis, and now scaling our team to support our next phase of growth.

About this Role

Today, our we personally manages every customer relationship after sales hands them over. This is not feasible as we scale. We need a person who can own the relationship from day one through renewal — who restaurants trust, who knows the operational reality of running a kitchen, and who can translate between the restaurant owner and our technical team.

If you have onboarded restaurants onto food ordering services, POS systems, or similar restaurant technology platforms, you already understand most of the operational challenges involved in this role. The remaining part is learning the US restaurant context (which we'll teach you) and becoming familiar with the SpiceApp platform.

What You Will Own

Customer relationship & success

• Take ownership of every new restaurant from the moment sales closes the deal — you become their single point of contact
• Run kickoff calls, set realistic expectations on timelines, hardware, training, and go-live milestones
• Build trust-based relationships with restaurant owners, managers, and front-of-house staff — they should know your name and prefer to call you over anyone else
• Drive adoption: ensure clients are actually using POS, KDS, online ordering, and reporting features — adoption is what prevents churn
• Run regular check-ins (weekly during onboarding, monthly during steady state, quarterly business reviews for multi-location groups)
• Manage renewals and identify upsell opportunities (additional locations, premium features, payment processing volume)

Cross-functional coordination

• Receive handoffs from the Sales team and ensure no client expectation is dropped between sales and live operations
• Work daily with the Implementation Engineer to scope menu seeding, hardware configuration, integration setup, and database preparation
• Escalate technical issues to the Tech Lead with proper context — symptoms, business impact, urgency level, the client's emotional state
• Coordinate with the Support team on Tier 1 issues; absorb the relationship-side of escalations so engineers can focus on solving the technical problem
• Feed product insights back to the core and tech team — what are restaurants asking for? what features are they actually using? what is breaking?

Technical translation

• Understand the SpiceApp product surface deeply enough to demo it, configure it, and troubleshoot common issues yourself
• Translate restaurant requirements into technical specifications the engineering team can act on (e.g., "they need their happy hour pricing to auto-toggle between 4–6 PM" a clear scoped request)
• Own menu data quality — work with the Implementation Engineer to seed menus correctly the first time and update them as restaurants evolve
• Help configure caller ID integration, loyalty programs, coupons, payment processor setup, integration with delivery partners

Customer voice

• Track and report Net Promoter Score (NPS), customer health metrics, retention rate, and time-to-first-order across the portfolio
• Maintain a customer health dashboard the we can review weekly
• Build customer success playbooks: onboarding checklist, 30/60/90-day check-in templates, quarterly business review formats, renewal conversation scripts
• Generate case studies, testimonials, and referrals from happy customers (these directly fuel new sales)

Must-Have Qualifications

• 3–6 years of customer success, account management, or restaurant onboarding experience
• Experience onboarding restaurants onto food ordering services, POS systems, or similar restaurant technology platforms is strongly preferred. Equivalent experience implementing restaurant technology solutions will also be considered.
• Excellent spoken and written English required, as the role involves daily communication with US-based restaurant owners.
• Genuinely tech-comfortable — you can navigate dashboards, configure software, write technical specifications, troubleshoot configuration issues. You do not need to code, but you do need to think technically.
• Ownership instinct — you finish what you start. When a client has a problem, you do not pass it to someone else and forget; you own it until it is closed.
• Leadership ability — you can run a kickoff call with a restaurant owner three times your age, gently push back when their expectations are unrealistic, and have them thank you for it
• Calm under pressure — when a client's POS is down during dinner rush and they are angry, you are the steady voice
• Methodical, organized, follow-through-oriented — you maintain accurate notes, send recap emails after every call, and never let a commitment slip

Nice to Have

• Prior experience with a US-facing client base (BPO, KPO, IT services exposure)
• Familiarity with POS systems, KDS, payment processors , or restaurant management software
• Experience using customer success tooling
• Speaking Hindi is a plus, as many of our customers are South Asian restaurant owners.
• Background in F&B, hospitality, or having worked in a restaurant yourself
• Comfortable with data — can build a basic Google Sheets dashboard to track client health metrics

Who Will Thrive in This Role

This is the right role for you if:

• You enjoy talking to people more than you enjoy talking to spreadsheets — but you are equally comfortable with both
• You feel personal pride when a restaurant you onboarded grows their business, and personal frustration when one of them struggles
• You believe customer success is a craft, not a job — you read about it, think about it, want to get measurably better at it
• You want to be the first customer success hire at a fast-growing company and shape how customer success is done — rather than join a 50-person CS team and follow a playbook someone else wrote
• You want to work directly with the founder and have your insights actually change the product

This is might not be your cup of tea if:

• You prefer to escape hard conversations rather than have them yourself. This role requires independently managing difficult customer conversations and ownership through resolution.
• If you are not flexible with working hours. This role requires flexibility to support customer onboarding and critical operational issues.
• You see customer success as customer support — they are not the same job

Pay: ₹40,000.00 - ₹80,000.00 per month

Work Location: Hybrid remote in Kochi, Kerala