Strategic Account Manager

Beyond Menu; Austin (TX); Presencial; USD 85.000 - 125.000; Jornada completa

Descripción de la vacante

BeyondMenu, a leading digital hospitality partner for independent restaurants, seeks a Strategic Account Manager to drive post-sale success. You will own the 30/60/90 plan, build Restaurant Profiles, and turn insights into measurable value for restaurant owners.

The role emphasizes Challenger-based selling, discovery, and data-driven recommendations to improve adoption, revenue, and retention. You will collaborate across teams to ensure a clean handoff to Customer Success and scalable growth.

Formación

• 3+ years in strategic account management or customer success.
• Proven Challenger-based selling ability with restaurant clients.
• Strong discovery, diagnostic, and data-driven decision making.
• Experience maintaining CRM hygiene and cross-functional collaboration.

Responsabilidades

• Own the restaurant's 30–90 day post-sale success plan.
• Build complete Restaurant Profiles and owner personas.
• Drive activation, adoption, and measurable outcomes within 30 days.
• Diagnose performance gaps and recommend targeted actions.
• Build a long-term Success Profile and hand off to Customer Success.

Conocimientos

Challenger selling

Discovery & diagnostics

Data fluency

CRM hygiene

Account management

Restaurant tech

Herramientas

CRM software

Descripción del empleo

BeyondMenu helps15,000 independent restaurantswin with digital hospitality — SEO, online ordering, guest engagement, retention, and revenue-driving tools built specifically for owner-operators. We’re a leading revenue partner for independent restaurants in this space.

This person will own the restaurant’s first 30–90 days after the sale --- understand the business + owner...complete implementation...prove measurable value...and build a Success Profile that allows Customer Success to continue the relationship without restarting discovery.

This is not a reactive support role --- we need someone who can analyze performance...identify the biggest opportunity or risk...make a clear recommendation...and confidently drive the customer toward action.

What You Will Own:

• Build a complete Restaurant Profile covering the restaurant’s concept, market, operations, capacity, fulfillment model, technology, diner behavior + realistic performance potential
• Understand the Owner Persona --- what they care about...how they define value...which metrics they trust...where they are skeptical + how they prefer to communicate
• Drive setup, link insertion, product activation + the behaviors required to create the first measurable customer outcome within 30 days
• Compare expected performance to actual performance across orders, revenue, traffic, calls, directions, menu views, reviews, visibility, engagement + product adoption
• Diagnose whether performance gaps are caused by setup...adoption...discoverability...restaurant operations...market conditions...customer perception or something else
• Recommend the one or two actions most likely to improve the restaurant’s results --- not overwhelm the customer with a generic feature list
• Identify implementation issues, adoption gaps, low perceived ROI, churn risk, Link Boost potential, multi-location opportunities + other appropriate expansion paths
• Build a personalized Success Profile documenting the restaurant’s goals, KPIs, value proven, risks, growth opportunities, communication preferences + next best actions
• Transition the account to Customer Success only when it is stable...the context is complete...initial value has been demonstrated + the next step is clear
• Maintain strong operating discipline across CRM hygiene, documentation, follow-up commitments, task management + cross-functional execution

The 30/60/90 Customer Motion:

Days 1–30 --- Understand + Prove

The goal is to understand the account...set realistic expectations...complete the required activation work + prove an early measurable win.

• Validate the data-generated Restaurant Profile through structured discovery
• Understand the owner's goals, priorities, skepticism, decision criteria + definition of value
• Confirm the restaurant’s operating model, kitchen capacity, growth constraints + current ordering ecosystem
• Complete core setup, link insertion, activation + the adoption behaviors relevant to that restaurant
• Clearly explain what BeyondMenu can influence + how value will be measured
• Never make unsupported promises around orders or revenue
• Document at least one credible and measurable customer outcome within the first 30 days

Success at Day 30 means: We understand the restaurant + owner...core setup is complete...initial adoption is established + measurable value has started to become visible.

Days 31–60 --- Diagnose + Optimize

The goal is to turn early performance data + customer feedback into a focused plan for improvement.

• Compare expected performance to what is actually happening
• Identify the largest gap, strength, constraint or opportunity
• Determine the actual root cause --- not just the surface-level symptom
• Recommend the one or two actions most likely to materially improve the outcome
• Confirm whether the customer completed the action + measure whether it changed performance, adoption, engagement, sentiment or risk
• Update the Restaurant Profile when actual customer behavior challenges the original hypothesis
• Begin building the long-term Success Profile

Success at Day 60 means: The AM can clearly explain what we expected...what is actually happening...why the gap exists...what action we recommended + whether it worked.

Days 61–90 --- Advise + Transition

The goal is to stabilize the account...reinforce the value story...finalize the long-term plan + complete a no-reset handoff to Customer Success.

• Confirm what is working...what is not + what matters most to the owner
• Translate the results into a clear recommendation for the next phase
• Finalize the Success Profile with value proven, adoption status, risks, opportunities, communication guidance + next best actions
• Conduct a structured handoff so Customer Success inherits the complete customer context
• Transition the account when it is ready --- we should not hold a healthy account until Day 90 simply because the framework says 90 days

Success at transition means: Customer Success receives a stable account...a complete profile...a credible value story + clear ownership of the next action.

Challenger-Based Selling:

This role requires demonstrated Challenger-based selling ability in a post-sale environment.

Challenger selling does not mean being confrontational --- it means using insight, data + business judgment to help the owner recognize an opportunity or risk they may not see on their own...while maintaining trust + taking responsibility for moving the conversation forward.

Teach

Bring a clear point of view grounded in the restaurant’s profile, market, operating model + actual performance.

Help the owner understand what is driving the result --- especially when they are overly focused on one metric or operating from an incomplete assumption.

Tailor

Connect the recommendation to that specific restaurant + owner.

The conversation should reflect their business model...goals...constraints...communication style...language + definition of success.

Take Constructive Control

Make a clear recommendation...explain why it matters...address resistance directly...establish mutual commitments + leave every meaningful conversation with a defined next step.

Challenge With Evidence + Empathy

Acknowledge the owner’s concern without automatically accepting their conclusion.

Separate perception from observed performance...introduce a stronger perspective + explain what the evidence suggests we should do next.

Commercialize Proven Value

Identify expansion opportunities only after value + fit have been established.

Growth recommendations should connect directly to the customer’s Success Profile --- not feel like an unrelated or forced upsell.

The conversation should sound like:

“Based on your type of restaurant + market...this is what we expected --- this is what we are actually seeing --- here is where you are doing well...here is the biggest opportunity + here is what I recommend we do next.”

How Success Will Be Measured:

• Setup + required product activation
• Time to First Value
• Percentage of accounts with a measurable customer outcome within 30 days
• Product adoption + improvement in the behaviors expected for each Restaurant Profile
• Quality + completeness of Restaurant Profiles, Owner Personas, Performance Diagnoses + Success Profiles
• Percentage of accounts transitioned with a complete and actionable AM-to-CS handoff
• Customer engagement, sentiment + completion of agreed recommendations
• Directional contribution toward M3 GRR above 95%
• Intervention effectiveness — what action was taken...what changed + whether it produced the intended outcome
• Appropriate identification + progression of risk, Link Boost, multi-location + other expansion opportunities

What We Are Looking For:

• 3+ years of success in strategic account management, Customer Success, consultative sales or another customer-facing commercial role
• A measurable history of improving customer adoption, retention, account health or expansion
• Demonstrated Challenger-based selling capability --- Teach, Tailor + Take Control
• Strong discovery + diagnostic skills --- able to move from a surface-level issue to the root cause...quantified impact + prioritized recommendation
• Strong data fluency --- comfortable comparing expected versus actual performance + turning the analysis into a clear customer story
• Commercial judgment + confidence working directly with restaurant owners and operators
• Strong follow-up, CRM hygiene, documentation + cross-functional execution
• Ability to manage a high-volume portfolio without losing personalization
• Experience in restaurant technology, SaaS, marketplaces, digital marketing, online ordering or SMB Customer Success is strongly preferred
• Comfortable operating within an evolving model + helping us improve the playbook as we learn
• Bilingual (English/Spanish) preferred.

What Candidates Must Demonstrate:

We are going to ask candidates to demonstrate the work --- not just talk about it.

Customer Case Exercise

Review a sample Restaurant Profile + performance dataset...identify the largest gap + create a practical 30/60/90 approach.

Challenger Role-Play

Lead a conversation with a skeptical restaurant owner whose definition of value is incomplete...teach a relevant insight...tailor the recommendation...handle resistance + take control of the next step.

Portfolio Prioritization

Explain how you would prioritize healthy, underutilized, underperforming, at‑risk, high‑value + expansion‑ready accounts.

Proof From Experience

Provide a specific example where your discovery + recommendation changed a customer’s thinking, behavior or business outcome.

Handoff Judgment

Show what information must be understood + documented before an account should transition into long‑term Customer Success.

The Standard:

A strong Strategic Account Manager does not complete a checklist + move on.

They understand the restaurant...make a clear recommendation...measure whether it worked + leave the next owner of the relationship with more intelligence than they started with.

The operating loop is simple:

What should happen --- what does success look like --- what is happening now --- what should we do next --- did it work?

Then repeat.