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Customer Success Managers (CSM)

Our Customer Success Managers (CSM) will be the first point of contact post-sale. Discussing business outcomes through an alignment of goals, providing proactive engagement throughout the customers lifecycle, monitoring and responding to health scores and contract renewals. The CSM will oversee a book of business to predict and reduce churn, promote value for additional services, and strengthen partnerships for better client to vendor relationships. The CSM will also define, develop, and execute effective customer adoption and success strategies within the customer segmentation.

Job Responsibilities
Product Leadership—Partner with Development and Operations teams to do the following:

  • Expand product adoption by discovering new opportunities to work together for mutual benefit
  • Conduct ROI review with customers from adoption to growth
  • Maintain a detailed understanding of our products and services
  • Predict and prevent churn while monitoring customer health
  • Manage contract terms for renewals with enterprise customers
  • Develop and manage a customer success plan
  • Increase product usage by maximizing access to training or informative materials
  • Conduct quarterly business reviews with enterprise customers
  • Increase survey participation and overall NPS
  • Participate in Webinars
  • Deliver customer feedback for improved features or strategic discussion around roadmap planning
  • Travel may be necessary from time to time
  • Own communication with enterprise customers when changes in technology create external impact

Experience / Qualifications:

  • At least 3+ years of working in a customer success, account management or partnerships role with demonstrated experience managing cross functional stakeholders with varying seniority
  • Indomitable positivity, high energy, and client centric mentality
  • Excellent communication and interpersonal skills needed to build strong and effective relationships with customers, functional business owners and subject matter experts
  • Experience with technology platforms
  • Outstanding relationship management, customer service and collaboration skills in a variety of forms (written, conference calls, presentation)
  • Proven track record of managing customer escalations, balancing customer expectations, and negotiating successful resolutions
  • Highly data-driven with a commitment to following the process

Preferred Qualifications

  • 18 months of hospitality experience preferred but not required
  • Experience in a SaaS company

HungerRush offers a competitive benefits package starting from your first day including Health, Dental, VIsion, Long Term Disability and free Short Term Disability and Life Insurance. We also offer a 401k program.

If you are interested please send a resume to [email protected].