Junior Customer Success Manager (Porto, Portugal)

About UMAI

UMAI builds reservation table management and guest CRM software for restaurants in 15 countries. From Lisbon to Kuala Lumpur hundreds of venues use our platform to cut no-shows fill more seats and actually know whos walking through their door. The team is 15 nationalities strong and were not interested in being just competitive we want to be badass.

The Role:
Youll be the person our restaurant partners talk to right after they sign up. Your job is to get them set up get them using the product properly and make sure theyre seeing results fast. Youll work closely with the CS team and pick up a lot about SaaS hospitality tech and what makes restaurants tick.

Your Responsibilities:
Run onboarding for new restaurant partners end-to-end: account setup floor plan configuration widget integration staff training
Be the go-to person for your accounts answer questions share tips and make sure theyre getting the most out of reservations table management CRM and marketing tools
Keep an eye on how your accounts are doing (logins reservation volume no-show rates) and step in before small problems become big ones
Build real relationships with restaurant owners and managers not scripted check-ins actual conversations
Collect product feedback from customers document it properly and pass it to Product and Sales so it actually gets used
Help with retention by spotting early warning signs and working with the team on how to fix them
Improve internal processes: update playbooks write knowledge base articles flag whats not working

Your Profile:
02 years in Customer Success Account Management or any client-facing role (SaaS is a plus not a must)
Fluent English (written and spoken); Portuguese is a strong advantage; other European languages are a bonus
You actually care about hospitality food or restaurant tech - not just on paper
You can explain something complex to someone who has 30 seconds and a restaurant full of guests
Organized enough to handle multiple accounts without dropping balls
When a customer churns you want to understand why - not just move on
Comfortable with CRMs ticketing tools and spreadsheets

Bonus Points:
Youve worked in a restaurant bar or hotel (front of house F&B management anything hands-on)
You know what a reservation system or POS actually looks like from the inside
Youve worked at a startup or scale-up before and know the pace

Our Values:
Sense of Urgency - Today is better than tomorrow
Overachievement - Beating yourself yesterday
Learning & Growth - Its okay to not know but its not okay to not try
Commitment & Ownership - You own it from start to end and it succeeds or fails with you
Candidness - Be honest and communicate

*Apply with a CV in English