Senior Customer Success Manager
Sauce
full-time
Posted on:
Location Type: Hybrid
Location: New York City • New York • 🇺🇸 United States
Visit company websiteJob Level
Senior
About the role
- Own the book
- Manage a growing set of SMB restaurant accounts—track usage, adoption, health scores, forecast renewals, and hit quarterly NRR targets.
- Identify expansion, upsell, cross-sell, and referral opportunities; partner with Sales to close them.
- Drive adoption & ROI Train operators on Sauce’s platform and best practices, translating “dollars saved” and “orders gained” into clear next steps.
- Run data-driven business reviews (QBRs) and health checks to surface wins and unblock growth.
- Advocate for the customer Gather feedback, diagnose root causes, and route insights to Product & Ops for continuous improvement.
- Serve as an escalation point for time-sensitive issues, coordinating with Support until resolution.
- Work as one team Partner closely with Onboarding to deliver smooth go-lives.
- Share playbooks, metrics, and voice-of-customer trends with Marketing, Sales, and Leadership.
Requirements
- 3+ years managing restaurant or hospitality accounts (SaaS or in-house ops).
- Deep understanding of off-premise ordering, delivery logistics, and restaurant unit economics.
- Comfortable in Salesforce/HubSpot (or similar) and fluent in Excel/Sheets for KPI tracking.
- Data-driven, organized, and proactive—you solve problems before the ticket is opened.
- Clear communicator and active listener who can coach busy operators both in-person and over Zoom.
- Experience collaborating with offshore or distributed teams is a plus.
- Genuine passion for helping local businesses win.
Benefits
- Strong & Competitive Compensation Package
- Company-Sponsored Insurance Package (Health, Dental, Vision, Mental Health)
- Paid Parental Leave
- Flexible Work Environment
- Responsible Paid Time Off Policy
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
KPI trackingdata analysisupsellingcross-sellingcustomer advocacyproblem-solvingbusiness reviewshealth checksrestaurant unit economicsoff-premise ordering
Soft skills
clear communicationactive listeningcoachingorganizationproactivitycollaborationcustomer serviceteamworkfeedback gatheringrelationship management