This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more.

Role Description

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 remote and reports to the Director of Customer Success.

What You'll Do:

• Own and manage a growing portfolio of SMB restaurant accounts, tracking usage, adoption, health scores, to consistently achieve quarterly KPIs.
• Manage a growing set of SMB restaurant accounts—track usage, adoption, health scores, forecast renewals, and hit quarterly NRR targets.
• Identify expansion, upsell, cross-sell, and referral opportunities; partner with Sales to close them.
• Drive adoption & ROI: Train operators on Sauce’s platform and best practices, translating “dollars saved” and “orders gained” into clear next steps.
• Run data-driven business reviews (QBRs) and health checks to surface wins and unblock growth.
• Advocate for the customer: Gather feedback, diagnose root causes, and route insights to Product & Ops for continuous improvement.
• Serve as an escalation point for time-sensitive issues, coordinating with Support until resolution.
• Work as one team: Partner closely with Onboarding to deliver smooth go-lives.
• Share playbooks, metrics, and voice-of-customer trends with Marketing, Sales, and Leadership.

Qualifications

• 3+ years managing restaurant or hospitality accounts (SaaS or in-house ops).
• Deep understanding of off-premise ordering, delivery logistics, and restaurant unit economics.
• Comfortable in Salesforce/HubSpot (or similar) and fluent in Excel/Sheets for KPI tracking.
• Data-driven, organized, and proactive—you solve problems before the ticket is opened.
• Clear communicator and active listener who can coach busy operators both in-person and over Zoom.
• Experience collaborating with offshore or distributed teams is a plus.
• Genuine passion for helping local businesses win.

Requirements

• Reliable personal computer or laptop with current software.
• High-speed internet connection.
• Keyboard, mouse, webcam, and headset with microphone.
• Primary 24” monitor (second monitor recommended).

Benefits

• Strong & Competitive Compensation Package.
• Flexible Work Environment.
• 10 Paid Personal/Vacation Days.
• 5 Paid Sick Days.
• Monthly Wellness Stipend.
• Quarterly Team Dinners & Events!
• The Opportunity to Build Something that Changes the Delivery Tech Industry for the Better!