Sr Customer Success Manager, Strategic

About the Role

As a Customer Success Manager (CSM), you will play a critical role in ensuring merchant success. This role is 70% focused on optimizing operational health (including a combination of operational efficiency, customer experience, and financial health), and 30% on enabling and driving revenue growth by supporting upselling and cross-selling efforts (identifying and proposing growth opportunities). The CSM collaborates closely with Client Partners and Account Coordinators, to analyze merchant performance, identify operational pain points, and recommend tailored solutions to merchants.

What You'll Do

• Monitor and analyze operational health metrics for existing partners.
• Identify gaps in restaurant performance and propose solutions for improvement.
• Drive product adoption working with Client Partners and Account Coordinators to understand the merchants' business objectives and tailor new product recommendations supported by data analysis to help them achieve these goals.
• Execute on agreed plans (campaigns set up and post mortem reports).
• Ensure customer retention & expansion through regularly sharing an assessment of the merchant's adoption gaps and monitor overall operational health. Collaborate with the sales team to expand customer accounts by identifying, analyzing and / or pitching upsell or cross-selling new opportunities.
• Proactively identify potential issues and work to resolve them. Advocate for the customer's needs cross-functionally within the organization and relay any product or service feedback to relevant teams.
• Develop reporting and feedback providing regular reports on customer health, usage, and feedback to senior leadership. Offer feedback on product improvements based on customer needs and pain points.
• Run recurring client meetings with key stakeholders. Plan and run business reviews in coordination with Client Partners & Account Coordinators. Travel as needed for key business meetings.

• At least 5 years of experience in B2B operations (Sales, Customer Success, Account Management).
• Bachelor's degree

• 7+ years of work experience in B2B operations (Sales, Customer Success, Account Management)
• Excellent communication and interpersonal skills, with the ability to effectively collaborate with internal and external stakeholders.
• Creative thinker with a passion for problem-solving and driving innovation.
• Ability to thrive in a fast-paced and constantly evolving environment, with a proactive and results-driven mindset.
• Previous experience in consulting, account management, or a similar client-facing role.
• Basic proficiency in SQL, with the ability to adjust and refine queries as needed.
• Operational Excellence - Ability to identify and optimize merchant processes.
• Analytical Thinking - Comfortable with data, insights, and performance metrics. Ability to translate data into actionable recommendations.
• Process Optimization - Proactively suggest tailored and scalable solutions to improve efficiency.
• Cross-Functional Collaboration - Ability to work cross-functionally and drive influence with multiple stakeholders.
• Excellent communication and relationship-building abilities.
• Demonstrate time management and organizational skills with the ability to multitask and prioritize based on impact.