Customer Success Manager

Position: Customer Success Manager

Type: Full-Time Remote Contractor

Schedule: US Business Hours Alignment (CST / EST) | Monday – Friday

Reports To: COO

The Role

We are hiring a Customer Success Manager to own the customer relationship from the moment a contract is signed: onboarding, launch, training, and every conversation that comes after.

This is a high-ownership seat on a growing team. You are the person our clients know: the one who takes a brand from signed contract to a dietary menu live in every location, and then stays with them as their menu evolves. It is a rare amount of ownership, spanning implementation, training, reporting, and account growth, with direct access to executive leadership and our dietitian team.

Onboarding is the first half of the job. You take the handoff from sales and run the launch end-to-end: pulling menu, recipe, and ingredient data out of the client's systems, working alongside our dietitians as every item moves through verification, and solving the puzzles that come with real restaurant data. A sauce appears under three different names, a regional location does it its own way, a spec leaves room for interpretation. Working that out with a chef or an ops lead is the craft of this job, and it is what makes a launch land. A typical launch takes two to four weeks depending on how complicated the menu is and what shape their data is in.

Then you get it in front of guests: live in the restaurants, live on their website, and live in their ordering channels, with the staff trained well enough that the tool actually gets used. Training is remote: live sessions with managers, reusable materials, and a train-the-trainer approach so each location can bring new staff up to speed independently.

The second half is everything after go-live. Menus are not static. An LTO drops, a supplier reformulates, a chef swaps an ingredient, a new location opens, or a seasonal menu rolls out. You are the person the client calls, and the person who makes sure a change on their end becomes a verified change on ours before a guest sees it.

The Bar This Job Is Held To

With allergens, 90% correct is 100% wrong. The 10% you get wrong is what sends someone to the hospital. Every account has one person making sure nothing slips between what a restaurant is actually serving and what our platform says it is serving, and in this role that person is you. It is the reason detail orientation matters more here than pure sales polish or presence.

The other thing this role owns is growth. You pull and send the reporting that shows an operator what their dietary menu is doing, maintain a real check-in cadence, and find the openings to expand an account into our nutrition and ordering integration offerings. Those conversations land better coming from the person who ran their launch than from anyone else at the company.

What You Will Do

Own onboarding from the sales handoff through go-live, keeping the client clear on where their launch stands and what is needed from them.
Work alongside our registered dietitians to move menu, recipe, and ingredient data through verification, resolving data questions that come up along the way.
Get the dietary menu live where guests will use it: in venue, on the client's website, and in their ordering channels.
Run remote training for restaurant managers and staff, building the materials that let a location train its own new hires.
Be the named contact for every menu change, LTO launch, recipe reformulation, seasonal rollout, and new location opening.
Build and send regular reporting on usage, guest engagement, and menu coverage.
Run a consistent check-in cadence across your accounts and keep records current in HubSpot.
Catch problems early: stale menu data, low adoption at a location, or a champion who left.
Open and carry conversations about our nutrition and ordering integration offerings, bringing renewals and expansions forward.
Turn strong accounts into references, case studies, and introductions.
Build the playbooks for onboarding, training, and account reviews, setting the standard for how the company runs them.

What You Bring

Required

2 to 5+ years in customer success, account management, implementation, restaurant operations, or another client-facing B2B SaaS role.
Real Detail Orientation: This job is ingredient lists, allergen data, and menu variations where a small error has consequences. You should be the kind of person who notices when two spellings of the same ingredient are not the same ingredient.
Fluent, Confident English (Written and Spoken): You will run a training session with restaurant managers in the morning and a call with a VP of Operations in the afternoon, and both need to land seamlessly.
US Business Hours Availability: Full overlap with US Central and Eastern business hours.
Organization & Autonomy: The ability to run several multi-location onboardings at once without dropping a thread.
Software Comfort: Strong proficiency in spreadsheets, CRMs (HubSpot in particular), and speed picking up new software.
Home Office Setup: Dedicated, quiet space for video calls with high-speed internet and a clear headset.

Nice to Have

Direct restaurant, hospitality, or food-service experience (in operations or selling/supporting software into the industry).
Familiarity with back-of-house systems like CrunchTime, Restaurant365, MarginEdge, Craftable, or Meez.
Experience supporting US-based accounts remotely from Latin America or South Africa.
Exposure to allergen compliance, food safety, or nutrition data.
Experience at an early-stage company where processes were built from scratch.

64816335646 - Customer Success & Account Manager