Senior Customer Success Manager
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Job Location:
Jersey, NJ - USA
Monthly Salary:
Not Disclosed
Posted on:
3 days ago
Vacancies:
1 Vacancy
Job Summary
Sauce is a premier restaurant technology platform that helps businesses grow with our Commission-Free Delivery & Pickup structure and proprietary delivery optimization technology. We are serving a 105 billion dollar US local restaurant business. Headquartered in NYC and Tel-Aviv Sauce wants restaurants to fulfill their highest potential this means giving local establishments everything they need to connect directly with their customers. The Sauce team pools together decades of restaurant tech experience along with seasoned tech sales marketing product and operations executives who produce an industry-changing delivery system for successful local restaurants and chains.
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. Were 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 Youll Do
- Own & Grow Your Book of BusinessManage a portfolio of NYC-based restaurant partners owning adoption health renewals and net revenue retention (NRR).
- Forecast renewals and expansion accurately consistently hitting or exceeding quarterly targets.
- Identify upsell cross-sell expansion and referral opportunities partnering with Sales to close.
- Drive Adoption ROI & RetentionLead onboarding reinforcement ongoing enablement and change management for operators and their teams.
- Clearly translate Sauces impact into orders gained fees avoided and profit protected.
- Conduct data-driven QBRs health checks and in-person visits to reinforce value and uncover growth opportunities.
- Be the Voice of the CustomerGather structured and unstructured feedback from restaurant partners.
- Identify trends diagnose root causes and escalate insights to Product and Operations to improve the platform and customer experience.
- Serve as a senior-level escalation point for high-impact or time-sensitive issues ensuring fast resolution and clear communication.
- Lead Cross-FunctionallyPartner closely with Onboarding to ensure smooth go-lives and early success.
- Collaborate with Support Sales Marketing and Leadership to share playbooks best practices and voice-of-customer insights.
- Contribute to the evolution of CS processes metrics and playbooks as Sauce scales.
What Sets You Up For Success
- 5 years of experience in Customer Success Account Management or Strategic Partnerships (SaaS preferred).
- Experience managing restaurant hospitality or multi-location SMB accounts is strongly preferred.
- Strong understanding of off-premise ordering delivery logistics and restaurant unit economics.
- Comfortable working in Salesforce HubSpot or similar CRMs and fluent in Excel/Google Sheets for KPI analysis.
- Confident consultative communicator who can coach busy operators in person and over Zoom.
- Highly organized data-driven and proactiveyou anticipate issues before they become problems.
- Comfortable traveling 40% locally within the NYC market for onsite visits and relationship building.
- Passion for helping local businesses grow and win.
- Knowledge of Hebrew is a big plus.
What We Offer
- Strong & Competitive Compensation Package
- Company-Sponsored Insurance Package (Health Dental Vision Mental Health)
- Paid Parental Leave
- Flexible Work Environment
- Responsible Paid Time Off Policy
Sauce is an equal opportunity workplace and an affirmative action employer. We welcome all qualified applicants regardless of race color ancestry religion sex (including pregnancy and related conditions) national origin sexual orientation age marital status disability (physical or mental) gender identity gender expression genetic information veteran status citizenship immigration status or any other classification category or characteristic protected by applicable federal state or local laws. We understand the importance of creating a more diverse and inclusive workplace and celebrate our employees for their differences.
We may use artificial intelligence (AI) tools to support parts of the hiring process such as reviewing applications analyzing resumes or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed please contact us.
Required Experience:
Manager
Key Skills
- Debugging
- Remote Access Software
- IT Service Management
- IOS
- Multithreading
- VPN
- Neo4j
- FISMA
- SSO
- Github
- Google Suite
- Troubleshooting
About Company
Sauce is a commission-free delivery & pickup platform for restaurants with first party, direct online ordering. Sauce grows online sales, while managing and fully supporting the ordering and delivery process. Sauce is the best delivery service for restaurants in United States.
