Customer Success Manager

Jobtailor; Miami (FL); On-site; USD 65,000 - 90,000; Full time

Job summary

Sauce is seeking a proactive Restaurant Success/Account Manager in the Miami area to manage a growing portfolio of restaurant partners. You will drive onboarding, adoption, retention, and revenue growth while educating partners on Sauce's offerings and cost-saving benefits.

This role requires in-field visits 3–4 days weekly and close collaboration with Sales and Onboarding teams. You will track KPIs, collect feedback for product improvements, and lead renewal efforts across accounts.

Qualifications

• 3+ years experience in a Restaurant Success or Account Management role
• 3+ years experience with restaurant industry in tech or restaurant operations
• Based in the Miami area
• Experience with CRM service tools (Salesforce, Hubspot)
• Strong quality assurance processes to ensure every team member is delivering quality
• You’re open to being in the field, boots on the ground, to visit your customers
• Experience working with offshore teams is a plus

Responsibilities

• Manage lifecycle of restaurant partners from onboarding to renewal
• Drive order growth, retention, upsell, and referrals
• Educate restaurants on Sauce product and cost-saving benefits
• Collaborate with Sales and Onboarding to bring partners live
• Gather and prioritize restaurant feedback for product improvements
• Track KPIs and restaurant performance, act proactively
• Help partners maximize Sauce platform performance
• Serve as escalation point for day-to-day success tickets
• Analyze and report restaurant feedback to inform messaging
• Manage renewal process for assigned accounts
• Encourage upsells, cross-sells and referrals
• Report to the Director of Customer Success
• Work in the field 3-4 days a week

Skills

Account Management

Customer Success

KPI Monitoring

Quality Assurance Processes

Product Education

Proactive Communication

Customer Relationship Building

Problem Solving

Tools

Salesforce

Hubspot

Job description

Responsibilities

• Provide support throughout restaurant partners' entire life cycle, from onboarding to adoption to retention
• Manage a growing portfolio of restaurant accounts, focusing on order growth, retention, upsell opportunities, and referrals
• Educate restaurants on Sauce's product offering, proprietary technology, and cost-saving benefits
• Work with Sales and Onboarding teams to bring new restaurant partners live on Sauce
• Gather and help prioritize restaurant feedback related to product improvements
• Track key success metrics and KPIs, monitor restaurant performance, and act proactively
• Help restaurant partners maximize Sauce platform performance
• Serve as an internal ambassador for restaurant partners
• Act as the main escalation point for day-to-day restaurant success tickets
• Analyze and report restaurant feedback to inform product and messaging improvements
• Manage the entire restaurant renewal process for assigned accounts
• Encourage upsells, cross-sells, and referrals
• Achieve monthly, quarterly, and annual growth and retention KPIs
• Report to the Director of Customer Success
• Work in the field 3-4 days a week

Requirements

• Based in the Miami area
• 3+ years experience in a Restaurant Success or Account Management role
• 3+ years experience with the restaurant industry is required (in tech or restaurant operations)
• Deep understanding and knowledge of the restaurant and online food ordering industries
• Experience with CRM service tools (e.g, Salesforce, Hubspot)
• Strong quality assurance processes to ensure every team member is delivering quality
• You’re open to being in the field, boots on the ground, to visit your customers
• Experience working with offshore teams is a plus

Core Competencies

Demonstrates expertise in managing restaurant accounts, focusing on growth, retention, and upselling while leveraging CRM tools to enhance customer success. Possesses a deep understanding of the restaurant and online food ordering industries, ensuring effective communication and support for restaurant partners.

Highest-signal resume keywords

• Restaurant Account Management
• Customer Success Strategy
• CRM Service Tools (Salesforce, Hubspot)
• Restaurant Industry Knowledge
• KPI Tracking and Reporting

ATS Optimization Keywords

Hard Skills

• Account Management
• Customer Success
• KPI Monitoring
• Quality Assurance Processes
• Product Education

Soft Skills

• Proactive Communication
• Customer Relationship Building
• Problem Solving

Industry Keywords

• Restaurant Industry
• Online Food Ordering
• Onboarding
• Retention
• Upselling

Tools & Technologies

• Salesforce
• Hubspot