Client Experience Manager - SMB

About the Role

As a Client Experience Manager, you will be responsible for guiding customers through their initial rollout, transitioning seamlessly into long-term success management, and directly managing the support inbox during business hours. You will gain unique visibility into customer needs in real-time and influence the tools, processes, and standards that will shape support as the business expands.

The successful candidate will be part of a dynamic team that is passionate about innovation, inclusivity, and growth. You will have the opportunity to work with a range of customer stakeholders, from General Managers to Operations Leaders, and will be expected to tailor your approach depending on their needs.

What You Will Do

• Own the end-to-end customer journey for SMB clients, from onboarding through long-term success and day-to-day support
• Guide customers through their initial rollout and transition seamlessly into long-term success management
• Directly manage the support inbox during business hours, resolving customer inquiries and issues in a timely and professional manner
• Identify opportunities to upsell and cross-sell, working closely with the sales team to execute on these opportunities
• Develop and maintain strong relationships with customer stakeholders, including General Managers and Operations Leaders
• Create simple account plans to track customer goals, key contacts, risks, and growth potential
• Align internal teams around each plan to support execution
• Escalate customer feedback internally and contribute to the development of new features and processes
• Collaborate with the digital customer success program to define and refine automated success sequences
• Analyze customer data and provide insights to inform business decisions
• Stay up-to-date with industry trends and developments, applying this knowledge to drive customer success

What We Are Looking For

• 3+ years of experience in customer success, account management, or a related field
• Strong background in managing customer relationships and driving long-term success
• Exceptional communication and interpersonal skills, with the ability to work with a range of customer stakeholders
• Proficiency in Excel and other Microsoft Office tools
• Experience working in a fast-paced environment, with the ability to prioritize tasks and manage multiple projects simultaneously
• Strong analytical and problem-solving skills, with the ability to analyze customer data and provide insights
• Ability to work autonomously, with a strong sense of initiative and self-motivation
• Experience working with conversational AI or similar technologies is a plus
• Strong understanding of the hospitality industry, with experience working with restaurants or similar businesses

Nice to Have

• Experience working in a startup environment, with a strong understanding of the challenges and opportunities of a rapidly growing business
• Familiarity with customer success platforms and tools, such as Gainsight or Totango
• Certification in customer success, such as CSM or CCS
• Experience working with data analytics tools, such as Tableau or Power BI

Benefits and Perks

• Competitive salary and benefits package
• Opportunity to work with a dynamic and growing company, with a strong focus on innovation and customer success
• Collaborative and supportive work environment, with a team of experienced professionals
• Flexible working hours and remote work options, with the ability to work from anywhere
• Professional development opportunities, with training and support to help you grow your career
• Access to cutting-edge technology and tools, with the opportunity to work with conversational AI and other emerging technologies
• Recognition and rewards for outstanding performance, with a strong focus on employee recognition and appreciation

• Develop a strong understanding of conversational AI and its applications in customer success, and be prepared to discuss your experience and insights in an interview.
• Make sure your Excel skills are up-to-date, and be prepared to provide examples of how you have used Excel to drive customer success in previous roles.
• Research the company and its products, and be prepared to discuss how you can contribute to the growth and success of the business.
• Prepare examples of times when you have had to troubleshoot complex customer issues, and be prepared to walk the interviewer through your thought process and problem-solving skills.
• Be prepared to discuss your experience working with customer success platforms and tools, and how you have used these to drive customer success in previous roles.
• Consider creating a portfolio of your work, including case studies and testimonials from previous customers, to demonstrate your skills and experience in customer success.