Strategic CSM for SMB Growth & Retention (Remote)

Slang; Northern (KY); Hybrid; USD 92,000 - 104,000; Full time

Job summary

Slang is seeking a Customer Success Manager for our SMB team to own the end-to-end journey for independent restaurants—from onboarding and adoption to renewal and expansion. The role is primarily remote with occasional travel to headquarters and client sites, reporting to the Head of Customer Experience.

You’ll partner with Sales, Support, and Product to drive retention, expand usage, and optimize the product configuration for scale.

Qualifications

• 3+ years in customer success, account management, or another client-facing role owning retention and growth outcomes.
• Hospitality context/experience in restaurants, hospitality tech, or operator-facing SaaS.
• Strong business acumen; understands restaurant economics and how product usage ties to metrics.
• Proficient with AI tools and how to apply them to summaries, prep, and communications.
• Clear, warm written communication; able to de-escalate and simplify fixes.
• Demonstrates ownership, prioritization, and ability to operate in ambiguity.
• Nice to have: experience building scaled/digital CS programs.

Responsibilities

• Retention and renewal ownership across own book.
• Drive adoption of core features and tie usage to restaurant metrics.
• Identify expansion opportunities and collaborate with Sales to close deals.
• Conduct data-driven business reviews with GMs and owners.
• Develop product fluency and diagnose call-flow issues for operators.
• Capture voice of the customer and feed signals back to Product and Support.

Skills

Customer success

Account management

Hospitality context

AI fluency

Communication

Ownership

Prioritization

Adaptability

Job description

Slang is seeking a Customer Success Manager for our SMB team to own the end-to-end journey for independent restaurants—from onboarding and adoption to renewal and expansion. The role is primarily remote with occasional travel to headquarters and client sites, reporting to the Head of Customer Experience.

You’ll partner with Sales, Support, and Product to drive retention, expand usage, and optimize the product configuration for scale.