Sr. Customer Success Manager (CSM) - NYC
Sr. Customer Success Manager (CSM) - NYC
Sauce
New York City Metropolitan Area
See who Sauce has hired for this role
Sauce provided pay range
This range is provided by Sauce. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.
Base pay range
We are looking for a Customer Success Manager (CSM) to help secure the long-term success of our restaurant partners. You will provide support throughout their entire life cycle from onboarding, to adoption, to retention. This role is essential to ensuring that our customers have a world-class experience and opportunities to further develop their business.
The Sauce CS 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, data and deep product knowledge. We’re empathetic relationship builders, curious minds, doers, thinkers, strategizers, and friendly humans. The passion we have for the Sauce mission makes it easy to be obsessed with our customers.
This role is in the field 3-4 days a week, and reports to the Director of Customer Success.
What You'll Do:
- Be responsible for a growing portfolio of restaurant accounts, focused on order growth, retention, upsell opportunities, and referrals.
- Educate restaurants on our product offering, proprietary technology and the benefits (dollars saved) to their business
- Work with Sales and Onboarding teams to bring new restaurant partners live on Sauce
- Work in a cross functional capacity to gather and help prioritize restaurant feedback related to product improvements
- Track key success metrics and KPIs, monitor restaurants’ performance and be proactive
- Help our restaurant partners maximize their Sauce platform performance
- Be an internal ambassador for our restaurant partners
- Be the main escalation points for day-to-day restaurant success tickets
- Analyze and report on restaurant feedback to the internal team to inform product and messaging improvements
- Manage the entire restaurant renewal process for your assigned accounts
- Encourage upsells, cross-sells, referrals
- Achieve monthly, quarterly, and annual growth and retention KPIs
- Customer delight is a necessity!
- Must be based in the New York City area
- 4+ years experience in a Restaurant Success or Account Management role
- 3+ years experience with the restaurant industry is required (in tech or restaurant operations)
- Deep understanding and knowledge of the restaurant and online food ordering industries
- Experience with CRM service tools (e.g, Salesforce, Hubspot)
- You are Data Driven, Detail Oriented, and Patient
- Clear and efficient communicator with excellent listening skills
- Strong problem solver who takes pride in finding solutions and helping customers
- Experience working with offshore teams is a plus!
- Strong quality assurance processes to ensure every team member is delivering quality
- You're a passionate person and excited about growing a new technology and business
- You’re open to being in the field, boots on the ground, to visit your customers!
- Strong & Competitive Compensation Package
- Meaningful Equity Stake
- Company-Sponsored Medical, Dental, and Vision Insurance
- Paid Parental Leave
- Flexible Work Environment
- Responsible Paid Time Off
This salary is the total On-Target Earnings (OTE) for this role, with a base + commission compensation structure.
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Seniority level
Associate -
Employment type
Full-time -
Job function
Other -
Industries
Transportation, Logistics, Supply Chain and Storage
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