Customer Success Specialist

We are looking for a Customer Success Specialist to join our team in APAC. This individual will be responsible for preventing churn, ensuring customer ROI and managing a proactive touchpoint strategy for our customers. This role is essential to our goal of delivering platform outcomes to drive customer health.

The SevenRooms Customer Success Team is the heartbeat of our customers. We are a diverse, global team working to help our customers meet their business goals through creative problem-solving, deep product knowledge, always with a customer centric approach. Our team is a group of empathetic relationship builders, curious minds, doers, thinkers, strategizers, and friendly humans. The passion we have for the SevenRooms mission makes it easy to be obsessed with our customers.

What You’ll Do

• Customer Engagement: Manage your high velocity book of business (500+ venues) ensuring customer health, driving adoption and customer outcomes at scale, and iterating process and playbooks. You’ll become a trusted advisor through effectively building relationships at scale with end users and/or owner operators.
• Data-Focus: Maintain data integrity to track key account metrics, specifically return on investment. You will then analyze your findings and make recommendations to optimize for maximum revenue.
• Become a Technical Expert on the SevenRooms platform providing technical and business solutions for your customers at scale. You will use this technical knowledge to assist with product adoption, engagement, and troubleshooting.
• Collaboration: Effectively work cross-functionally to help drive customer engagement activities, expansion, and retention

Who You Are

• 1+ years of experience working in a Customer Success of a customer facing role (ideally within the B2B, SaaS, and/or hospitality industry)
• Strong written, verbal, and presentation skills
• Passionate about the challenge of scaling customer success outcomes across hundreds of venues, while maintaining focus on goals
• Technical aptitude and understanding of customer support systems such as Zendesk, Jira, Salesforce, or a similar system
• Comfortable working in a fast-paced startup environment; ability to juggle multiple questions and requests, while practicing excellent follow-through and prioritization techniques
• You are always learning. You have a passion for understanding how things work, how they fit together, and improving the customer experience

What We Offer

• A fresh start with a flexible and independent working schedule: SevenRooms provides all employees with their first two (2) weeks of employment as paid time off to relax and recharge before starting their journey with us. In addition to local statutory sick leave, you’ll also have access to unlimited paid time off, including tenure-based PTO minimums and the option to work anywhere at any time.
• Equitable compensation: Our compensation packages are based on external market data. At SevenRooms, you can expect to be paid well for your contributions towards transforming the hospitality industry. We also offer equity for all employees as part of our commitment to everyone being an owner and working together to build an outstanding company. In addition to this, superannuation contributions are paid by SevenRooms on your behalf.
• Employee programs and recognition: Through our Roomie’s Choice program, all employees at SevenRooms receive a monthly stipend to spend however they see fit. You’ll receive an additional quarterly dining credit to use towards SevenRooms clients and a unique milestone reward for every year you’re a part of our team.
• Opportunities for training and professional development: Your manager will partner with you on establishing quarterly goals that not only benefit our company but aid in your overall career development and advancement. SevenRooms also provides financial support for continuing education, certifications, or participation in external training programs.

About SevenRooms

SevenRooms is a guest experience and retention platform that helps hospitality operators create exceptional experiences that drive revenue and repeat business. Trusted by thousands of hospitality operators around the world, SevenRooms powers tens of millions of guest experiences each month across both on- and off-premises. From neighborhood restaurants and bars to international, multi-concept hospitality groups, SevenRooms is transforming the industry by empowering operators to take back control of their businesses to build direct guest relationships, deliver exceptional experiences and drive more visits and orders, more often. The full suite of products includes reservation, waitlist and table management, online ordering, mobile order & pay, review aggregation, email marketing and marketing automation.

Founded in 2011 and venture-backed by Amazon, Comcast Ventures and PSG, SevenRooms has dining, hotel F&B, nightlife and entertainment clients globally, including: Marriott International, MGM Resorts International, Mandarin Oriental Hotel Group, Wynn Resorts, Jumeirah Group, Hard Rock Hotels & Resorts, Wolfgang Puck, Michael Mina, Bloomin’ Brands, José Andrés Group, Union Square Hospitality Group, Australian Venue Company, The Wolseley Hospitality Group, Dishoom, Live Nation and Topgolf.

SevenRooms has been recognized as a top employer for its people-first approach by publications including:

• Best Workplaces (2023, 2022, 2020)
• 5000 (2023, 2022)
• Ragan’s Platinum HR Awards Finalist (2022)
• Built in Best Places to Work NYC (2023, 2022, 2021, 2020)
• Built in Best Place to Work NYC – Midsize Companies (2023, 2022)
• VentureFizz Unique PTO (2022)
• Forbes Best Startup Employers (2022)

SevenRooms is an equal opportunity workplace and an affirmative action employer. We welcome all qualified applicants regardless of race, color, ancestry, religion, sex (including pregnancy and related conditions), national origin, sexual orientation, age, marital status, disability (physical or mental), gender identity, gender expression, genetic information, veteran status, citizenship, immigration status, or any other classification, category or characteristic protected by applicable federal, state or local laws. We understand the importance of creating a more diverse and inclusive workplace and celebrate our employees for their differences.

Tagged as: Customer Success