Customer Success Specialist (UK)

Embedded Shishya; United States; Hybrid; USD 60,000 - 90,000; Full time

Benefits offered by this job

Remote work

Hybrid work model

Job summary

Grubtech is seeking a proactive Customer Success Specialist to join our rapidly growing team and support our UK presence. You will onboard new customers, nurture relationships, analyze usage, and drive adoption of our restaurant and quick commerce platform.

The role emphasizes strong English communication, autonomous work, and collaboration with product/engineering teams to shape future roadmap. Initially fully remote, with a transition to hybrid work as we establish the UK entity.

Qualifications

• Fluent or native-level English proficiency (mandatory).
• At least 1 year of onboarding, customer success, or related SaaS role experience, preferably within FoodTech.
• Excellent communication and interpersonal skills; ability to engage stakeholders at all levels.
• Proactive, autonomous, and capable of managing your workload effectively.
• Desirable: knowledge of UK POS systems and leading food delivery networks; grasp of menu mapping and end-to-end order flow.

Responsibilities

• New customer onboarding: act as the primary point of contact during implementation.
• Relationship management: build and nurture robust client relationships and understand their business needs.
• Success analysis: monitor customer performance and platform engagement to identify optimization opportunities.
• Problem resolution: provide prompt resolutions and guide clients through operational challenges.
• Feedback and continuous improvement: gather client feedback and inform product/engineering roadmaps.

Skills

Fluent English

Customer success

Onboarding experience

Effective communication

Autonomy

Job description

At Grubtech, we're building the operating system that powers the future of restaurants and quick commerce. From online orders and POS integrations to kitchen operations, deliveries, and analytics, our platform brings everything together—so businesses can focus on what they do best.

Founded in 2019, we've grown from a bold idea into a global SaaS company powering 14,000+ active locations across 28 markets, with 1 billion+ online orders processed, a 99.95% order injection rate, and 60% year-over-year growth. Backed by world-class investors and trusted by leading restaurant brands, we're on a mission to simplify operations through technology that scales with our customers.

If you're excited by innovation, ownership, and solving real-world challenges at global scale, we'd love to build the future with you.

Job Overview:

We are looking for a proactive and people-oriented Customer Success Specialist to join our fast-growing team! As part of our newly established UK presence, this is a great opportunity to be part of something exciting from the ground up. In this role, you will build and nurture long-term relationships with our customers, support their ongoing success with our platform, and help drive adoption and retention. Your ability to connect with people and communicate effectively will be key to ensuring our customers are well-supported, informed, and empowered.

Key Responsibilities:

• New customer onboarding: Act as the primary point of contact during implementation, ensuring a seamless transition and empowering customers to fully utilise our platform's capabilities.
• Relationship management: Build and nurture robust relationships with clients, developing a deep understanding of their business needs and driving their success with our solution.
• Success analysis: Monitor customer performance and platform engagement, proactively identifying areas for optimisation and mitigating potential issues before they arise.
• Problem resolution: Serve as a subject matter expert on our platform, providing prompt resolutions to queries and guiding clients through operational challenges.
• Feedback and continuous improvement: Gather actionable client feedback and collaborate closely with product and engineering teams to shape the future roadmap of our software.

Requirements:

• Fluent or native-level English proficiency (mandatory).
• A minimum of 1 year of experience in Onboarding, Customer Success, or a closely related role, preferably within the SaaS FoodTech sector.
• Exceptional communication and interpersonal skills, with the ability to engage stakeholders at all levels.
• A proactive approach with the ability to work autonomously and manage your own workload effectively.
• Desirable: Working knowledge of UK Point of Sale (POS) systems and leading food delivery networks, complemented by a strong grasp of menu mapping and end-to-end order flow.

Work Model

We're building our presence in the UK! While we establish our UK entity, this role will start as fully remote. Once everything is in place, it will transition into a hybrid role, offering the flexibility of both remote and in-office collaboration.