Customer Success Manager (US)

Role Overview

The Customer Success Manager will own a growing book of SMB and mid-market restaurant groups, working alongside the US onboarding team to turn new customers and pilots into long-term, expanding accounts. The role will involve building success plans tied to each customer’s goals, monitoring customer health and product usage, and partnering with internal teams to drive growth and upsell opportunities.

What You Will Do

The responsibilities of the Customer Success Manager will include owning renewals and expansion across their book, hitting and exceeding NRR goals, building success plans tied to each customer’s goals, and monitoring customer health and product usage to spot risks and upsell opportunities early.

Why It Might Be a Fit

The ideal candidate will have 4-7 years of experience in Customer Success in B2B SaaS, owning a book of SMB and mid-market customers, and will be able to build success plans tied to measurable customer outcomes and clearly show the value they’ve delivered.

Requirements

• SaaS Customer Success experience: 4–7 years in Customer Success in B2B SaaS, owning a book of SMB and mid-market customers.
• Commercial impact (NRR and expansion): You’ve owned renewals and upsells and consistently met or exceeded NRR targets.
• Customer value driver: You build success plans tied to measurable customer outcomes and can clearly show the value you’ve delivered.
• Data-driven decision making: You use health scores, usage data and CRM insights to act on risk and growth before they land.
• Stakeholder alignment and expectation setting: You get clear commitments from customers and internal teams, hold people to them, and aren’t afraid to say no or reset an unrealistic ask.
• Prioritization and organization: You run your book with a clear system. When things get busy, you know what matters most and stay on top of it.
• Drive to build: You’ve built processes and playbooks that make the whole team more effective, not just yourself.

Benefits

• Meaningful equity with standard 4-year vesting and 1-year cliff
• 401k with company match up to 4%
• 35 days paid time off
• Private health, dental, and vision insurance
• 16 weeks paid parental leave for birthing parent, 4 weeks of paid leave for non-birthing parent and baby loss support
• $1,000 annual personal development budget + quarterly book budget
• $250 home office workspace budget
• Regular travel to London or Dublin, and team offsites