Customer Success Manager, QSR Vertical

Harri; New York (NY); On-site; USD 95,000 - 100,000; Full time

Benefits offered by this job

Competitive salary

Growth opportunities

Global environment

Collaborative team

Job summary

Harri in New York City is seeking a Customer Success Manager to oversee enterprise clients after onboarding, ensuring strong relationships and successful software adoption within the QSR vertical.

You will drive renewals, identify growth opportunities, and partner with GTM teams to maximize ROI, reporting to the Director of Customer Success in a fast-paced, global hospitality tech company.

Qualifications

• 3+ years in a SaaS customer-facing role.
• Bachelor's degree or commensurate experience.
• Excellent written and verbal communication with data-driven value storytelling.
• Experience with QSR concepts or hospitality operations.
• Strong attention to detail with analytical and problem-solving skills.
• Experience using G-Suite, Salesforce, Zendesk and/or other CRM tools.
• Experience with HCM, Workforce Management, or payroll systems preferred.
• Ambitious and self-motivated team player in a fast-paced environment.

Responsibilities

• Manage enterprise customers after onboarding to ensure ongoing relationships post go-live.
• Develop relationships with key accounts and internal teams to optimize loyalty and marketing strategy.
• Monitor usage and train clients to improve adoption and ROI.
• Identify upsell, cross-sell, and NRO opportunities with Go-To-Market teams.
• Serve as main escalation point across Support and Technical teams for timely resolutions.
• Manage renewals in partnership with cross-functional teams.
• Contribute to Harri’s product and technology developments while evaluating customer satisfaction.

Skills

Customer-facing SaaS

Communication skills

Presentation skills

QSR hospitality knowledge

Analytical skills

G-Suite

Salesforce

Zendesk

HCM/payroll systems

Team player

Education

Bachelor's degree or commensurate experience

Tools

G-Suite

Salesforce

Zendesk

Job description

About Harri

It's a great time to join Harri as we revolutionize the hospitality industry with our cutting-edge technology solutions for workforce management. We're an innovative, high-growth company with a global presence, dedicated to building strong partnerships and delivering measurable value to our customers.

About Harri

It's a great time to join Harri as we revolutionize the hospitality industry with our cutting-edge technology solutions for workforce management. We're an innovative, high-growth company with a global presence, dedicated to building strong partnerships and delivering measurable value to our customers.

We are excited to recruit for this pivotal Customer Success Manager role to ensure the ongoing satisfaction, value realization, and retention of our enterprise clients. You will serve as a success manager and a trusted consultant, playing a key role in delivering successful enterprise-level software transformations and driving growth for hospitality businesses within our Quick Service Restaurant (QSR) vertical.

What You'll Be Doing

As a Customer Success Manager, QSR Vertical, you will be responsible for managing enterprise customers after successfully onboarding them onto the Harri platform, ensuring key relationships are developed and maintained post ‘go live’.

• Developing and retaining positive relationships with key accounts and internal teams to serve as a trusted consultant to optimize their loyalty and marketing strategy.
• Monitoring usage and product adoption, proactively delivering coaching and training to improve client utilization and showcase ROI through Executive Business Reviews.
• In collaboration with Go-To-Market teams, identifying upsell, cross-sell, and New Restaurant Opening (NRO) opportunities to enhance client operations and generate new revenue.
• Serving as the main escalation point for issues, working across Support and Technical Support teams to ensure timely resolution and SLA compliance.
• Managing the renewal process for your book of business in partnership with cross-functional teams for contract renewals and billing reconciliation.
• Understanding, adapting to, and helping to develop Harri’s ongoing product and technology developments while regularly evaluating customer satisfaction.

More About You: What Can You Bring?

• 3+ years in a customer-facing capacity at a SaaS Software company.
• Bachelor's degree or commensurate experience.
• Excellent communication (written and verbal) and presentation skills, with the ability to communicate effectively at all levels within an organization and present data-driven value stories.
• Experience working with Quick Service Restaurant (QSR) concepts and/or an operational role (e.g., General Manager) in the hospitality industry.
• Strong attention to detail with excellent analytical, organizational, and problem-solving skills.
• Experience using G-Suite, Salesforce, Zendesk, and/or other CRM tools.
• Experience with HCM, Workforce Management, or payroll systems is strongly preferred.
• An ambitious and self-motivated team player who is comfortable working in a fast-paced environment and is ready to grow with a company.

When and Where You'll Be Doing It

This is a full-time role based out of our NYC Office. The salary range for this position is $95,000–$100,000 (USD), depending on experience. This role reports directly to the Director of Customer Success.

What Will You Get in Return?

Creating an environment which enables our people to thrive is crucial for us. Harri offers a comprehensive compensation structure designed to support you throughout your career here. You'll get:

• Competitive salary within the stated range
• The opportunity to drive critical projects for a high-growth, innovative company.
• Experience working in a fast-paced, global environment.
• A collaborative and supportive team environment.

Equity, Diversity, and Inclusion

We're committed to building diverse talent at Harri and believe our strengths as a team come from having many unique perspectives. We value a healthy, vibrant, and inclusive organization that encourages everyone to be themselves at work. We are committed to valuing diversity and promoting equal opportunities for all and welcome applicants from all communities.

• Please note this job description is not designed to cover or contain a complete listing of activities, duties or responsibilities that are required of the employee for this position. Duties, responsibilities and activities may change at any time.

Skills

• Experience using G-Suite, Salesforce, Zendesk and/or other CRM tools
• An ambitious, and self-motivated team player
• 3+ years in a customer-facing role at a SaaS Software company, HCM and/or payroll experience