Customer Success Manager at Upserve
Denver, CO, US

Customer Success Managers are responsible for an incredible customer experience, delivering joy and delight to our community of restaurateurs. At Upserve, Customer Success Managers build thriving customer relationships, ensuring high level of customer satisfaction, successful engagement with our platform and products, increased retention, and a consistently strong and positive experience with our brand.

 

Day to day responsibilities in this role include:

 

  • Manage clear and consistent communication with customers to ensure they are both aware and aligned with how they can be successful with the Upserve platform
  • Understand deeply how customers use our product using Gainsight, Salesforce, and other systems.
  • Develop and deliver solutions for customers using Upserve’s platform and service offerings.
  • Build, maintain, and grow customer engagement to maximize user adoption and optimize product utilization.
  • Educate customers on new product features and functionality, as relevant to their usage patterns.
  • Work collaboratively across the Upserve organization to ensure customer escalations are being resolved in a prompt and comprehensive manner.
  • Design, develop, and deliver customer engagements that mitigate risk, reduce churn, drive referrals, and maximize account health.
  • Advocate for customers in driving best practices for our work, aligning their business roadmap with our products and platform, engaging them as a community

 

 

Requirements:

  • 1-3 years experience in the restaurant industry, preferably in a management or supervisory role wit an understanding of common restaurateur obstacles, challenges, and opportunities
  • 1-3 years of progressive experience in customer success, customer operations, client services, or program management in a client-facing capacity
  • Excellent written and verbal communication skills, with the ability to convey highly technical information in an easy-to-understand manner
  • Excellent organizational skills and ability to manage competing priorities
  • Proficiency developing and delivering awareness and education for companies
  • Familiarity with tools such as Salesforce and Gainsight
  • Hands-on experience with Point-of-Sale, inventory, workforce scheduling, and restaurant reporting is highly preferred. 

 

 

WHAT UPSERVE HAS TO OFFER YOU

  • We put family first. At Upserve that means making the choices that are right for you and taking the paid time off you need when you need it. We know it’s impractical to assume that work never bleeds over into our personal lives, and vice versa. Instead of fighting to keep the two separate, we make sure that our perspective on family reflects the values of our employees.

  • We’ll invest in your career. Upserve is growing quickly, and we’ll give you the opportunity to do the same. Through our internal learning and development resources and our partnership with Vista Equity Partners, you’ll have access to a number of professional development opportunities so that you can keep up with the company’s evolving needs.

  • We care about your wellbeing. We pay 100% of your medical and dental insurance coverage, offer tax savings plans for retirement and dependent care, subsidize your transportation costs, offer a generous and inclusive parental leave, and provide catered lunches/meal allowances.

  • We offer competitive compensation packages. Our people matter! We don’t ignore the role that compensation has on motivation and performance so we strive to equitably compensate our people.

  • We’re creating an inclusive environment where everyone can thrive. Our customers are a diverse group, so we’re building a team that is too. Through our various D&I recruitment partnerships, intramural sports, quarterly engagement and feedback surveys, and more. We’re building an organization that provides our employees with the emotional and physical space to bring their best selves to work.

 

ABOUT UPSERVE

Upserve is the magic ingredient that helps restaurateurs thrive by putting everything they need in one place. We are a leading restaurant management platform with a cloud-based Point of Sale (POS) system, data and analytics, inventory management and payments processing for small to midsize restaurants. Thousands of restaurants use Upserve to manage relationships with more than 57 million active diners, process over $12 billion in annual sales, and to serve over 36 million meals per month.

Upserve is proud to be an Equal Opportunity Employer. We strive to have a team that is as diverse as the industry we serve and we partner with a number of local organizations working to improve access to the tech industry for underrepresented groups. All qualified applicants will receive consideration for employment without regard to their race, color, religion, national origin, sex, sexual orientation, gender identity, protected veteran status or disability.

Want to know what it’s like to work at Upserve? Check out our Instagram, Inside Upserve.