Manager of Customer Success (US/Canada)

Minimum requirements

• Experience: 5+ years of experience in customer retention, customer success, or account management, preferably in the SaaS, POS, or restaurant technology sector.
• Leadership: Experience managing a customer-facing team, with proven ability to drive performance and nurture team growth.
• Objection Handling: 2-3 years in software sales, preferably to small business owners. Strong understanding of objection handling and isolation best practices with the ability to up-level reps on these critical skills
• Customer-Centric Mindset: A deep commitment to delivering an exceptional customer experience, with a track record of building and maintaining strong relationships with clients.
• Analytical Skills: Strong analytical skills with the ability to interpret customer data and metrics, turning insights into actionable strategies for customer retention.
• Communication Skills: Excellent verbal and written communication skills, with the ability to effectively engage with customers and collaborate cross-functionally with internal teams.
• Problem-Solving: Proven problem-solving skills, with the ability to anticipate customer needs and proactively address challenges before they escalate.
• Adaptability: A highly adaptable individual who thrives in a fast-paced environment and is able to manage multiple priorities and meet deadlines.
• Technical Aptitude: Ability to demonstrate using AI to drive business efficiency. Familiarity with SaaS platforms, restaurant tech, online ordering systems, or POS solutions is a plus.

Interview Process

Recruiter Screen: 30-minute phone call to align on your background, what you're looking for, and answer any early questions

Hiring Manager Interview: 45-minute video interview with the hiring manager to go deeper on your leadership experience, customer success knowledge, and management approach

Case Study + Live Overview: A take-home exercise followed by a live presentation that gives you an opportunity to showcase your thinking, relevant experience, coaching approach, and communication style

Cross-Functional Partner Interview: Video interview with key cross-functional partners focused on collaboration, communication style, and how you work across teams

Final Round: Conversation with senior leadership to discuss vision, team fit, and long-term impact in the role