Customer Success Manager

About the position

HungerRush is seeking a driven Customer Success Manager to manage a portfolio of restaurant customers, driving long-term relationships and business growth. In this role, you will ensure customers are satisfied, retained, and continually expanding their use of HungerRush’s solutions. You will oversee the entire post-sale lifecycle, identifying cross-sell opportunities, promoting product adoption, and providing strategic guidance to help customers achieve their business objectives with our solutions. This role focuses on managing a high volume of SMB accounts, increasing product adoption and mitigating churn through proactive, yet scalable, customer engagement. This is a remote role.

Responsibilities

• Act as the primary point of contact for assigned accounts with a scaled, high-efficiency engagement model and build trusted advisor relationships with key decision-makers.
• Identify upselling opportunities within the current customer portfolio leveraging analytics and sales data to expand brand adoption of POS and value-added services.
• Deliver tailored success plans using data-driven insights to define clear success criteria, and track progress toward outcomes.
• Monitor account health through product usage metrics, engagement patterns, and customer feedback, and initiate outreach based on key triggers.
• Collaborate with executive sponsors to maintain high-level stakeholder engagement and influence renewal outcomes across your portfolio.
• Identify early warning signs of disengagement or churn risk and take proactive action to mitigate and restore customer health.
• Escalate at-risk customers and concerns through internal channels and lead cross-functional efforts to address complex issues.
• Partner with Sales and Marketing to align on messaging, share customer stories, and develop segment-specific engagement strategies.
• Work with Support and Product teams to surface and resolve recurring customer challenges.
• Participate in ongoing product training, knowledge sharing, and best practice initiatives within the Customer Success team to continuously improve processes and team effectiveness.

Requirements

• 1 – 2 years in Customer Success, Account Management, or a consultative customer-facing role.
• Proven ability to manage a portfolio of accounts with a focus on relationship growth, retention, and satisfaction.
• Excellent communication, presentation, and facilitation skills.
• Comfort using data to drive recommendations and demonstrate business impact.
• Strong organizational, project management and time management abilities.

Nice-to-haves

• Experience with CRM systems (e.g., Salesforce).
• SaaS or restaurant technology experience.
• Familiarity with POS systems and value-added services (marketing, delivery, loyalty, etc.).
• Bachelor’s Degree or equivalent professional experience.