Customer Success Manager

About the role

Our customers have complex operations distributed across time zones and geographies, often trying to manage it all on paper and in spreadsheets. We have created a suite of back-of-house platforms, serving as the source of truth for work happening across the organization, which chain operators use to align everyone from headquarters to the field to the stores. Our end goal is to improve the way work gets done in the field to ensure that every location operates like your best location.

We are a group of cooperative, fun, and caring contributors who like to laugh and provide each other with the support, tools, and know-how to succeed with our customers and our team. While we each work with our own group of customers, we collaborate, strategize, and help wherever needed.

This CSM role will manage our customers across all platforms, and is expected to be available at hours suitable to customers in the APAC region. 

What you’ll do as a Customer Success Manager

• Drive successful adoption and retention of all Crunchtime products within your portfolio of customers.
• Become an expert on the value of Crunchtime platforms so that you can provide credible guidance on how best to apply the tool to their specific operational processes and business challenges.
• Using a consultative approach, help customers optimize product value by teaching them how to leverage new or unused features.
• Manage the ongoing customer relationship to encourage growth, expansion, and loyalty.  
• Identify new opportunities to expand Crunchtime to support additional work processes or departments within the customer’s business.
• Track and close renewal business.
• Advocate for customers internally by collaborating with our Product team to translate customer feedback into product requirements.
• “Prime the pump” for customer case studies, quotes, and testimonials by identifying advocates and sharing great stories with our Marketing team.

What we’re looking for

• An excellent ‘explainer.’
• You are organized and process-oriented, and enjoy uncovering opportunities to improve efficiency, for yourself, your customers, and your team.
• You are focused, action-oriented, and always anticipating next steps: a natural project manager.  You can create urgency without being annoying.  
• You concentrate your efforts on the most important priorities, moving quickly through issues, and driving for completion.  You know how to find the optimal balance between speed, accuracy, and quality in the work you deliver.
• You have a polished, professional, and articulate communication & presentation style, but you’re not a robot.  Your personality shines through!
• You listen well, ask the right questions, and know when more information is needed.  
• You are honest and empathetic.  You see the world through the customer’s eyes.
• You enjoy teaching others, be it a customer or a colleague.
• You are creative and resourceful, and can adapt to rapidly-changing priorities in a fast-paced environment.  You are comfortable making a judgment call in an ambiguous or novel situation.
• Successful track record collaborating cross-functionally across internal teams (Sales, Support, Product, Engineering, Marketing, Finance) to solve customer problems
• Bachelor’s Degree
• 2-4 years experience in Customer Success or Account Management supporting a B2B SaaS product

Nice to haves

• Experience managing restaurant operations.
• Experience with Salesforce, Catalyst, Google Apps
• Experience working with a distributed team
• Experience supporting restaurant or convenience store industry verticals

What you’ll get

• Opportunity to put your stamp on a growing start-up and expand your skills
• Great mission-driven team members from diverse backgrounds
• Competitive pay
• Wellness perks
• Company holidays
• Work in an open environment on solutions that are reshaping the way businesses operate
• Fun team events
• Fitness reimbursement
• Learning & development funds