Customer Success Manager

Customer Success Manager

at Crunchtime

Atlanta, Boston or Remote US

Global restaurant brands run their operation on the CrunchTime platform. Delivering a consistent guest experience across every location and managing food and labor costs are at the core of how CrunchTime’s software is used today in over 100,000 locations across 100+ countries by the world’s top restaurant and foodservice operators. Customers including Chipotle, Culver’s, Domino’s, Dunkin’, Five Guys and P.F. Chang’s rely on our top-ranked platform which now includes Zenput to manage inventory, staff scheduling, learning and development, food safety, operational tasks and audits.

About the role

Our customers have complex operations distributed across time zones and geographies, often trying to manage it all on paper and in spreadsheets. We have created an operations execution platform which serves as the source of truth for work happening across the organization which chain operators use to align everyone from headquarters to the field to the stores. Our end goal is to improve the way work gets done in the field to ensure that every meal is a safe meal.

We are a group of cooperative, fun, and caring contributors who like to laugh and provide each other with the support, tools, and know-how to succeed with our customers and our team. While we each work with our own group of customers, we collaborate, discuss, and help wherever needed.

What you’ll do as a Customer Success Manager

• Drive successful adoption of Crunchtime within your portfolio of customers.
• Become an expert user of Crunchtime platforms so that you can provide credible guidance on how best to apply the tools to customers’ specific operational processes and business challenges
• Using a consultative approach, help customers optimize product value by guiding them on leveraging new or unused features.
• Manage the ongoing customer relationship to encourage growth, expansion and loyalty.
• Identify new opportunities to expand Crunchtime to support additional work processes or departments within the customer’s business.
• Track and close renewal business.
• Advocate for customers internally by collaborating with our Product team to translate customer feedback into product requirements.
• Prime the pump for customer case studies, quotes and testimonials by identifying advocates and sharing great stories with our Marketing team.

What we’re looking for

• An excellent explainer’
• You are organized and process-oriented, and enjoy uncovering opportunities to improve efficiency, both for yourself and your customers.
• You are focused, action-oriented, and always anticipating next steps: a natural project manager. You can create urgency without being annoying.
• You concentrate your efforts on the most important priorities, moving quickly through issues, and driving for completion. You know how to find the optimal balance between speed, accuracy, and quality in the work you deliver.
• You have a polished, professional, and articulate communication & presentation style, but you’re not a robot. Your personality shines through!
• You listen well, ask the right questions, and know when more information is needed.
• Bachelor’s Degree
• 3-4 years experience in Customer Success or Account Management supporting a B2B SaaS product or applicable industry experience in a customer facing role

Nice to haves

• Successful track record collaborating cross-functionally across internal teams (Sales, Support, Product, Engineering, Marketing, Finance) to solve customer problems
• Experience with Salesforce, Catalyst, Monday, Google Apps
• Experience working with a distributed team
• Experience supporting restaurant or convenience store industry verticals
• Know basic Excel (formula entry & troubleshooting, shortcuts, data analysis, data clean-up)
• You are honest and empathetic. You see the world through the customer’s eyes.
• You enjoy teaching others, be it a customer or a colleague.
• You are creative and resourceful, and can adapt to rapidly-changing priorities in a fast-paced, start-up environment. You are comfortable making a judgment call in an ambiguous or novel situation.

What you’ll get

• Great mission-driven team members from diverse backgrounds with a strong company culture
• Competitive pay
• Unlimited PTO
• Paid company holidays
• Yearly team off-sites
• International travel opportunities
• Medical, dental, and vision benefits (FSA, HSA & HRA options)
• Basic & Voluntary Life Insurance
• 401k employer match
• Wellness benefits (Headspace, OneMedical, Omada, Ginger.io, Gympass, Carrot)
• Commuter benefits
• Work in an open environment on solutions that are reshaping the way businesses operate
• Fun team events
• Ability to have a big impact
• 10 weeks of paid parental leave
• Fitness reimbursement
• Learning & development funds