Customer Success Manager

Global restaurant brands run their operation on the Crunchtime platform. Delivering a consistent guest experience across every location and managing food and labor costs are at the core of how Crunchtimes software is used today in over 150000 locations across 100 countries by the worlds top restaurant and foodservice operators. Customers including Chipotle Culvers Dominos Dunkin Five Guys and P.F. Changs rely on our top-ranked platform which now includes Zenput to manage inventory staff scheduling learning and development food safety operational tasks and audits.

About the role

Our customers have complex operations distributed across time zones and geographies often trying to manage it all on paper and in spreadsheets. We have created an operations execution platform which serves as the source of truth for work happening across the organization which chain operators use to align everyone from headquarters to the field to the stores. Our end goal is to improve the way work gets done in the field to ensure that every meal is a safe meal.

We are a group of cooperative fun and caring contributors who like to laugh and provide each other with the support tools and know-how to succeed with our customers and our team. While we each work with our own group of customers we collaborate discuss and help wherever needed.

What youll do as a Customer Success Manager

• Drive successful adoption of Crunchtime within your portfolio of customers.
• Become an expert user of Crunchtime platforms so that you can provide credible guidance on how best to apply the tools to customers specific operational processes and business challenges
• Using a consultative approach help customers optimize product value by guiding them on leveraging new or unused features.
• Manage the ongoing customer relationship to encourage growth expansion and loyalty.
• Identify new opportunities to expand Crunchtime to support additional work processes or departments within the customers business.
• Track and close renewal business.
• Advocate for customers internally by collaborating with our Product team to translate customer feedback into product requirements.
• Prime the pump for customer case studies quotes and testimonials by identifying advocates and sharing great stories with our Marketing team.

What were looking for

• An excellent explainer.
• You are organized and process-oriented and enjoy uncovering opportunities to improve efficiency for yourself your customers and your team.
• You are focused action-oriented and always anticipating next steps: a natural project manager. You can create urgency without being annoying.
• You concentrate your efforts on the most important priorities moving quickly through issues and driving for completion. You know how to find the optimal balance between speed accuracy and quality in the work you deliver.
• You have a polished professional and articulate communication & presentation style but youre not a robot. Your personality shines through!
• You listen well ask the right questions and know when more information is needed.
• You are honest and empathetic. You see the world through the customers eyes.
• You enjoy teaching others be it a customer or a colleague.
• You are creative and resourceful and can adapt to rapidly-changing priorities in a fast-paced environment. You are comfortable making a judgment call in an ambiguous or novel situation.
• Successful track record collaborating cross-functionally across internal teams (Sales Support Product Engineering Marketing Finance) to solve customer problems
• Willingness to travel occasionally to lead on-site business review attend customer conferences and attend company or departmental events.
• Bachelors Degree
• 2-4 years experience in Customer Success or Account Management supporting a B2B SaaS product.

Nice to haves

• Experience managing restaurant operations.
• Experience with Salesforce Catalyst Google Apps DocuSign
• Experience working with a distributed team
• Experience supporting restaurant convenience store or grocery industry verticals

What youll get

• Great mission-driven team members from diverse backgrounds with a strong company culture
• Competitive pay
• Unlimited PTO
• Paid company holidays
• Yearly team off-sites
• International travel opportunities
• Medical dental and vision benefits (FSA HSA & HRA options)
• Basic & Voluntary Life Insurance
• 401k employer match
• Wellness benefits (Headspace OneMedical Omada Gympass Carrot)
• Commuter benefits
• Work in an open environment on solutions that are reshaping the way businesses operate
• Fun team events
• Ability to have a big impact
• 10 weeks of paid parental leave
• Fitness reimbursement
• Learning & development funds

Compensation:

The annual base compensation range for this position is $85000 - $95000. The reasonably estimated total cash compensation (base variable) range for this full-time position will be $97000 - $107000.

Actual compensation is based on factors unique to each candidate including but not limited to: job-related skills qualifications education experience and location. Crunchtime has a location-based compensation system so someone doing the same job in a different city might have a different pay range.

Accessibility Accommodation Statement

Crunchtime complies with federal and state disability laws and makes reasonable accommodations for applicants and employees with disabilities. If reasonable accommodation is needed to participate in the job application or interview process to perform essential job functions and/or to receive other benefits and privileges of employment please contact

Equal Employment Opportunity Statement

At Crunchtime we are an equal opportunity employer. We do not discriminate on the basis of race color religion sex sexual orientation gender identity or expression national origin age disability veteran status or any other characteristic.

We have an inclusive and diverse workplace where every team member is respected and valued. As a global software development company we believe that our diverse employee population enriches our work environment.

Join us in our mission to provide the best software solutions to the food industry. We encourage you to apply regardless of your background or experience; even if you dont meet all the qualifications because we believe unique experiences and perspectives make us a stronger team.