Client Success Specialist
About the Role
At Popmenu, we’re redefining how restaurants connect with guests. As a Client Success Specialist, you will play a crucial role in our mission by directly engaging with restaurant clients through proactive outreach. Your focus will be to drive feature adoption, demonstrate the platform's value, and serve as a resource for basic account-related questions.
This role blends consultative outreach, relationship building, and support. You’ll help clients understand why features matter, not just how to use them — and you’ll nudge them toward deeper engagement with Popmenu’s tools.
What You’ll Do
- Client Outreach and Cold Calling
- Conduct proactive outbound calls to assigned client segments (including cold outreach to low-engagement clients).
- Position feature usage and upgrades in the context of the client’s business goals.
- Spark curiosity and drive action — help clients “see what they’re missing.”
- Drive Value and Adoption
- Explain the benefits of core and add-on features in plain language that resonates with restaurant operators.
- Track adoption milestones and follow up to celebrate wins or remove blockers.
- Support small business owners in taking ownership of their success with Popmenu.
- Support and Triage
- Answer basic account questions related to billing, login, permissions, or feature functionality.
- Flag technical issues or complex concerns to the appropriate internal team.
- Document interactions and outcomes in CRM tools with attention to detail.
- Internal Collaboration
- Partner with onboarding, support, and success teams to ensure a seamless client journey.
- Share insights and trends that inform product, marketing, and retention efforts.
Requirements
What You Bring:
- 1–2 years in a customer-facing role — ideally in SaaS, hospitality tech, or a call-heavy environment.
- Comfortable on the phone and energized by helping people take action.
- Ability to communicate value clearly and persuasively.
- A service mindset with curiosity to dig into client goals and challenges.
- Familiarity with restaurant operations is a plus.
- Experience with tools like Salesforce or Gainsight is a bonus.