Customer Success Manager

Diver5ify; United States; Remote; USD 90,000 - 150,000; Full time

Benefits offered by this job

Competitive base + variable pay

Equity via employee option plan

High-visibility deployment project

Job summary

Diver5ify is seeking a seasoned Enterprise Customer Success Manager for US remote work with ~40% travel. You will onboard, train and drive adoption across restaurants and franchise groups, then own renewals and expansion while delivering measurable value.

You’ll earn a base plus variable pay and equity, with high-visibility involvement in a flagship US deployment for a fast-growing safety tech company serving retailers, restaurants and field service ops.

Qualifications

• 5+ years in customer success or account management in B2B SaaS or hardware-plus-software.
• Track record of driving adoption and owning renewals with measurable results.
• Experience with franchise or multi-unit operators.
• Strong training and presentation skills.
• Data-driven, able to spot trends.
• Willing to travel ~40%.
• Spanish language skills.
• Background in safety, security or connected-device products.

Responsibilities

• Onboard and train restaurants and franchisees, aligning with installation schedules.
• Drive adoption by tracking usage and addressing drift, including field visits.
• Build trust with owner-operators and managers; support business reviews with value metrics.
• Own renewal outcomes and expand within franchise groups across sites and devices.
• Channel customer feedback to Product, Support and Commercial teams.

Skills

Customer success

Account management

B2B SaaS

Onboarding

Training

Renewals

Adoption tracking

Field travel

Spanish

Safety products

Franchise ops

Job description

Enterprise Customer Success Manager (QSR) | US Remote | ~40% Travel

Diver5ify is partnering with a fast-growing, VC-backed safety technology company on a key hire for its US expansion.

Our client builds connected hardware and a cloud platform that help frontline teams stay safe, de-escalate incidents and capture evidence when it matters. Their customers include security teams, retailers, restaurants and field service operators. They've just signed a landmark rollout with one of the world's best-known quick-service restaurant brands, and they need an experienced Customer Success Manager to own that relationship after the contract is signed.

The role

You'll be the name every owner-operator, restaurant manager and field service manager knows. You'll make sure every restaurant that goes live is onboarded well, trained properly and actually using the product. Then you'll turn that adoption into renewal and growth across corporate and franchisee organisations.

What you'll do

• Onboard and train. Run onboarding for each restaurant and franchisee group in line with the install schedule. Deliver practical training for managers and crew, in person and remotely.
• Drive adoption. Track usage across the estate and step in early when a site starts to drift. You'll get on the road when a call won't fix it.
• Build relationships. Earn the trust of owner-operators, ops leads and restaurant managers. Support business reviews that show value in their terms: incidents de-escalated, claims defended and crew retained.
• Own renewal and expansion. Own the renewal outcome, and grow within franchisee groups through more sites, more devices and add-on products.
• Be the voice of the customer. Feed field insight back to Product, Support and Commercial so the customer experiences one joined-up team.

What you'll bring

• 5+ years in customer success or account management in B2B SaaS or hardware-plus-software, including multi-site customers
• A track record of driving adoption and owning renewals, with numbers you can explain
• Comfort working with franchise or multi-unit operators, from the owner of 10 restaurants to the manager of a busy shift
• Strong training and presentation skills, from a room of crew to an executive briefing
• Data-driven habits: you spot trends and act before the customer asks
• Confident, everyday use of AI tools in your workflow. This is expected of everyone in the business.
• Happy on the road and on site (~40% travel)
• QSR, restaurant or retail operations experience, or experience supporting tech in large franchise systems
• Spanish
• A background in safety, security or connected-device products

What's on offer

• Competitive base plus variable pay tied to adoption, renewal and expansion
• Equity through an employee share option plan
• A high-visibility role at the centre of a flagship US deployment for a company scaling fast