Strategic CSM for QSR Growth & Retention

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

Job summary

Harri US in New York, NYC office, is seeking a Customer Success Manager for the QSR vertical to manage enterprise clients after onboarding onto the Harri platform.

You will nurture relationships, monitor product adoption, and deliver ROI-driven coaching while collaborating with GTM teams on upsell and renewal opportunities. This is a full-time role reporting to the Director of Customer Success, based in NYC.

Qualifications

• 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 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.

Responsibilities

• Develop and retain positive relationships with key accounts and internal teams to act as a trusted consultant to optimize loyalty and marketing strategy.
• Monitor usage and product adoption, deliver coaching and training to improve client utilization and ROI through Executive Business Reviews.
• Identify upsell, cross-sell, and New Restaurant Opening opportunities with Go-To-Market teams to enhance client operations and revenue.
• Serve as the main escalation point for issues, coordinating with Support and Technical teams for timely resolution and SLA adherence.
• Manage renewals for your book of business with cross-functional teams for contract renewals and billing reconciliation.
• Understand and help develop Harri’s product and technology roadmaps while evaluating customer satisfaction.

Skills

Communication skills

Relationship management

Presentation skills

Attention to detail

Analytical skills

Team player

Education

Bachelor's degree

Tools

G-Suite

Salesforce

Zendesk

CRM tools

HR/payroll systems

Job description

Harri US in New York, NYC office, is seeking a Customer Success Manager for the QSR vertical to manage enterprise clients after onboarding onto the Harri platform.

You will nurture relationships, monitor product adoption, and deliver ROI-driven coaching while collaborating with GTM teams on upsell and renewal opportunities. This is a full-time role reporting to the Director of Customer Success, based in NYC.