Customer Success Manager

About Seasoned

Seasoned Inc. is a fast growing, fast growing start-up focused on making an impact on the service and restaurant industry. Seasoned Inc. is the only social community exclusively for service industry workers near you. Workers use the Seasoned app to get interviews fast for local jobs and get daily support and advice from their service industry family. Business owners use Seasoned Recruit to hire service workers in 48 hours or less from our community of top restaurant talent. We’re offering restaurants something no one else in the market offers.

We are especially interested in individuals for this role who have worked in the restaurant industry in the past. This is a fully remote position within a remote company. You have the freedom to work from any location as long as your primary residence and regular work location are within the United States.

About The Role

Seasoned is looking for our next Customer Success Manager to join a passionate go to market team where your role will be pivotal in nurturing and strengthening relationships with our valued restaurant partners. Your responsibilities encompass guiding them through onboarding, driving product adoption, and overall success. You'll also ensure their continued use of the product, helping them comprehend and quantify how Seasoned contributes to their success. Additionally, you'll conduct business reviews to drive engagement and create expansion opportunities within their restaurant group.

Your ongoing focus is centered on deeply grasping our customers' needs, utilizing our product's capabilities to address those needs, and consistently tracking their satisfaction and well-being.

In this role, you will primarily engage with restaurant groups in the enterprise sector. This calls for your adeptness in managing and collaborating with high-level executives, showcasing your ability to influence across all directions – upwards, downwards, and laterally.

Where you come in:

• Customer Onboarding and Adoption: Lead the customer onboarding process, working closely with our functional teams within Seasoned to ensure a smooth transition onto our platform. Drive the adoption of our products by providing guidance on best practices and tailoring solutions to meet individual customer requirements.
• Consistent & Strategic Communication: Establish and maintain regular communication cadences with customers to understand their goals, challenges, and evolving needs. Provide proactive support, share relevant resources, and respond to inquiries promptly.
• Product Best Practices: Serve as a product expert and advisor to customers, educating them on the full range of product capabilities. Collaborate with the product team to provide customer feedback and contribute to product enhancement discussions.
• Health and Success Metrics: Monitor customer health and success metrics, analyzing data to identify potential risks and opportunities. Take proactive measures to address issues and enhance customer success.
• Business Reviews: Conduct regular business reviews with key stakeholders to review the value generated from our products and services. Collaborate with customers to identify areas for improvement and growth.
• Sentiment and Content Building: Gauge customer sentiment and gather feedback to understand their experiences and challenges. Utilize customer feedback to create valuable content, such as case studies and success stories, that can be shared internally and externally.
• Renewals and Expansions: Work closely with the sales team to facilitate seamless renewals and identify opportunities for upselling and cross-selling. Collaborate with customers to uncover additional use cases and expansion potential.
• Customer Metric and Data Analysis: Utilize customer data and metrics to derive insights and trends, enabling data-driven decisions and strategies for customer success initiatives.

What will set you up for success:

• Restaurant Operations Experience:
  • Previous restaurant Operations Leadership experience required managing day-to-day operations of a restaurant.
  • Experience interacting with operators/hiring managers, general managers, and key decision makers within the food & beverage industry.
• Customer Success & Revenue Experience:
  • 2-3 years of customer success, onboarding or implementation experience. Restaurant technology or prior SaaS experience required
  • Experience with enterprise level accounts and managing a book of business from 5-35 accounts that encompass a large amount of revenue.
  • Experience managing ARR of 1 million - 1.5 million.
  • Experience with Net Dollar Retention metrics.
• Data & Analytical skills:
  • Proficiency in data analysis, extracting valuable insights from datasets, optimizing conversions and funnels, and adeptly navigating through spreadsheets and various analytical tools.
  • Proficiency in comprehending, managing, and sustaining metrics and solutions related to crucial sales performance indicators such as Annual Recurring Revenue (ARR), Net Dollar Retention (NDR), and other critical sales-centric metrics.
• Communication & Influence:
  • Experience with presentations, building compelling content, and the ability to engage and influence small to large groups of people.
  • Proficiency in distilling complex and extensive information into concise and well-structured communications, whether through concise emails, persuasive presentations, engaging phone calls, or other mediums.
  • Ability to interact and collaborate with key stakeholders & challenge dated processes by leveraging new technology.
  • Demonstrated experience operating within and exerting influence across various roles within your customers' organizations – spanning operators, district managers, and executives. Your proficiency lies in comprehending diverse levels of needs and skillfully influencing each individual accordingly.
• Fast-paced tech and/or start-up environments
  • Experience and understanding of the start-up environment, i.e., willing to wear more than one hat, expect to adapt quickly to change.
  • A solutions-oriented mindset, coupled with the capacity to navigate challenges and difficult periods with resilience.

Compensation and Benefits:

Besides competitive base salaries and commissions, we also offer 100% company-funded medical benefits to employees, 401k matching programs, flexible PTO, a home office stipend, short-term disability plans, HSA and FSA plans, parental leave programs, and other perks programs that focus on your family and work balance.

Seasoned provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, Seasoned complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.