Customer Success Manager

Story Terrace Inc.; Atlanta (GA); On-site; USD 70,000 - 90,000; Full time

Job summary

A dynamic food-tech startup in Atlanta is seeking a Customer Success Manager to ensure smooth onboarding and support for restaurants. The ideal candidate has 3-5 years of experience in customer success with strong problem-solving and analytical skills. This position offers competitive compensation and unlimited PTO.

Benefits

Unlimited PTO

Competitive salary and stock options

100% health coverage for you and your family

Qualifications

• 3-5 years experience in customer success or account management.
• Strong problem-solving skills for complex issues.
• Experience in a support organization or startup.

Responsibilities

• Collaborate with teams to improve onboarding processes.
• Drive standardization across customer onboarding.
• Act as main point of contact for US client escalations.

Skills

Customer success management

Problem solving

Analytical skills

Project management

Communication

Job description

About Us

We heard you might be looking for a new opportunity - sunday might be the perfect fit for you! Just in case you haven’t heard, sunday is an exciting and thriving FinTech x FoodTech startup that’s changing the way payments are made in restaurants across the world. We are saving millions of people time at the end of their meal with the simple scan of a QR code. We are growing quickly and are looking to expand our team!

About the Role

As a Customer Success Manager at sunday, your mission is to ensure every restaurant we onboard in the US has a smooth, impactful, and lasting experience with our solution. You’ll work hand-in-hand with the Operations and Product team to streamline onboarding, reduce time to revenue, and build scalable, standardized processes.

Once live, you’ll act as a trusted partner for our restaurateurs and their sunday Account Managers; you will focus on resolving blockers and assisting with level 1 support questions, managing feedback from NPS detractors, and ensuring open invoices are paid on time. You should know that great support doesn’t stop at fixing problems; you’ll proactively identify churn risks, dig into why restaurants leave, and collaborate across teams to build strategies and tools that help restaurants stay and thrive.

If you are excited about building scalable systems, solving complex challenges, and shaping the future of restaurant success in the US, we’d love to meet you.

You will report to the Director of Operations US, and work daily with our teams in Atlanta, Chicago, London, Paris, and beyond!

Key Responsibilities

• Collaborate with internal teams to improve time to revenue
• Drive standardization across onboarding processes
• Define & build a framework for a seamless experience for US restaurants launching with sunday
• Act as the main point of contact for US client escalations
• Assist with onboarding blockers (e.g. payment processing onboarding)
• Manage NPS detractors and funnel feedback through respective channels
• Manage unpaid invoices and drive payment collection
• Identify churn risks, analyze actual churn reasons, and define preventative measures to prevent churn
• Define areas of opportunities for internal and external support resources and enhance existing resources
• Develop subject matter expertise to build and distribute training materials to internal and external stakeholders

About You

• Based in Atlanta
• 3-5 years experience in customer success, account management, support leadership, or operational roles at startups, food industry, hospitality, or professional services companies.
• Existing experience as a manager in a robust support organisation (e.g. a BPO, or a medium-sized tech company)
• Strong and persistent problem solving skills to identify and create solutions for complex issues
• Strong diagnostic and analytical skills and ability to draw conclusions from managed spreadsheets, trackers, CRMs, and changing datasets.
• Owner & growth mentality.
• Passion to scale a start-up and an itch to roll-up-your-sleeves and build.
• Project management skills i.e. you are structured, reliable, detail-oriented and communicate efficiently with all stakeholders.

Preferred

• 1+ years restaurant experience (BOH, FOH, Management)

️ Compensation, Perks & Benefits

• Unlimited PTO
• Broad scope of responsibilities and ample opportunities to grow
• Competitive salary and stock options
• 100% health coverage for you and your family

Thank you for taking the time to apply, and looking forward to getting to know you!

sunday is an equal opportunity employer and does not discriminate and all qualified applicants will receive consideration for employment without regard to race, creed, color, sex, affectional or sexual orientation, gender identity or expression, gender, ethnicity, religion, national origin, ancestry, nationality, age, disability, marital status, veteran status, genetic information, or on any other basis prohibited by law (except where an attribute is a bona fide occupational qualification)