Customer Success Manager

Enboarder; United States; On-site; USD 80,000 - 110,000; Full time

Job summary

Slang AI is redefining customer engagement through conversational AI for restaurants. As a Customer Success Manager on the SMB team, you will own the customer journey from initial results review through adoption, renewal, and expansion for a book of independent restaurants and small groups.

Your day-to-day includes working with a team of CSMs and collaborating with Sales on expansion, Support on escalations, and Product on feedback loops to drive retention.

Responsibilities

• Own the customer journey for a book of independent restaurants and small groups, from initial results review, through adoption, renewal, and expansion.
• Coach operators through menu changes that will improve adoption and retention.
• Collaborate with Sales on expansion, Support on escalations, and Product on feedback loops to turn recurring customer pain into a roadmap.

Job description

About Slang AI

Slang AI is redefining customer engagement through conversational AI, making every interaction seamless and efficient. Our mission is to transform the restaurant industry by providing the ultimate voice AI solution for consistently outstanding customer experiences.

At Slang AI, we believe how we build matters just as much as what we build. We foster a culture rooted in hospitality, ownership, and clarity, where every “Slangsta” feels valued, supported, and connected to the broader impact of our work in the AI-powered future of restaurants.

What Your Experience Will Be

As a Customer Success Manager on our SMB team, you'll own the customer journey for a book of independent restaurants and small groups, from initial results review, through adoption, renewal, and expansion. Your day starts with the accounts that need you: a GM whose host stand is ignoring the tablet, a two-location group deciding whether to roll Slang out to store three, a renewal sixty days out with a usage curve that’s flattened. You'll run the business review that reframes what \"working\" means, dig into call data to find the intent that's getting mishandled, and coach an operator through a menu change that will quietly break their answers if nobody updates it.

You’ll report to the Head of Customer Experience at Slang. You’ll work day to day alongside a team of CSMs and partner closely with Sales on expansion, Support on escalations, and Product on the feedback loops that turn recurring customer pain into a roadmap. Because our SMB segment is large and our support volume is comparatively light, you’ll spend less time firefighting and more time on the thing that actually moves retention: making sure the product is configured well, adopted broadly, and understood by the people who touch it every shift.

This is a role for someone who wants leverage, not just coverage. You’ll help shape our digital success motion: the automated sequences, in-product nudges, and adoption playbooks that let a small team serve a lot of restaurants well, and you’ll use AI tooling in your own workflow to prep accounts