Customer Success Manager

You will own post-sales relationships with hospitality clients, guiding them through onboarding, implementation, training, product adoption, and ongoing support. You will monitor account health, resolve issues, present performance insights, identify growth opportunities, and share client feedback to improve products and services.

Responsibilities

• Manage relationships with assigned hospitality and F&B clients
• Understand client goals, challenges, and operations and recommend practical solutions
• Lead end-to-end onboarding, system setup, configuration, and implementation
• Deliver on-site and virtual training for client teams
• Create tailored training resources, FAQs, and user guides
• Provide responsive support and coordinate issue resolution with technical teams
• Monitor product usage and identify risks, adoption gaps, and escalation points
• Prepare performance reports and present insights to improve engagement, efficiency, and revenue
• Conduct account reviews to support satisfaction, retention, and growth
• Identify upsell and cross-sell opportunities across the product suite
• Partner with Product, Sales, Marketing, and Support to advocate for client needs
• Share customer feedback to improve products and services
• Use AI tools to streamline reporting, documentation, and account administration

Requirements

• 2 to 3 years of experience in Customer Success, Account Management, or Client Services
• Experience in F&B, hospitality technology, SaaS, or a related environment
• Understanding of POS, online ordering, procurement, inventory, or payments platforms
• Communication and interpersonal skills
• Ability to explain technical concepts to non-technical users
• Experience delivering training to diverse teams
• Analytical and problem-solving skills
• Organisation and account management skills
• Ability to manage multiple clients, priorities, and deadlines
• Ability to travel to client venues across Sydney
• Based in Sydney with full working rights in Australia
• Ability to use AI tools for productivity and reporting