===== About Upserve =====

Upserve is the industry's leading full-service Restaurant Management Platform. In a single platform, Upserve offers the market-leading cloud point of sale for restaurants, actionable analytics, and seamless integration with leading third-party restaurant apps. Thousands of restaurants use Upserve to manage relationships with more than 32 million active diners, and to serve over 23 million meals per month.

Upserve is headquartered in Providence with additional offices in San Francisco, New York City and Denver. We believe that culture is a competitive advantage, and treat it as such -- our values of One Team, Impact, Empathy, Openness, Curiosity and Grit guide our daily actions. Learn more about what that means from our blog - https://upserve.com/inside-upserve - or by following us on Twitter and Instagram (@InsideUpserve).

===== About the Role =====

Upserve’s Customer Success Team is responsible for an incredible customer experience, delivering joy and delight to our community of restaurateurs. At Upserve, our Customer Success Managers help build thriving customer relationships, ensuring high levels of customer satisfaction, successful engagement with our software, increased retention, and a consistently strong and positive experience with our brand. Reporting to our Senior Director of Customer Success, the Customer Success Manager is the trusted strategic advisor to our customers and an operations professional that executes across the entire Upserve organization to advocate for the customer relationship. Day to Day this means:

- Manage clear and consistent communication with customers to ensure they are both aware and aligned with how they can be successful with our software.

- Understand deeply how customers use our product using Totango, Salesforce, and other systems.

- Develop and deliver solutions for customers using Upserve’s platform and service offerings.

- Build, maintain, and grow customer engagement to maximize user adoption and optimize product utilization. - -- Educate customers on new product features and functionality, as relevant to their usage patterns.

- Work collaboratively across the Upserve organization to ensure customer escalations are being resolved in a prompt and comprehensive manner.

- Design, develop, and deliver customer engagements that mitigate risk, reduce churn, drive referrals, and maximize account health.

- Advocate for customers in driving best practices in our work, aligning their business roadmap with our products and platform, and engaging them as a community.

===== The Right Ingredients ===== Whether you're a FOH/BOH veteran, or simply love the grit and determination of restaurateurs, we are looking for individuals who can empathize with our customers, are results-driven and intrigued by the use of data to inform decisions. You ought to value a high degree of autonomy and personal impact and manage through ambiguity with ease with the following qualifications: - Proven track record of customer success management with a large SMB account portfolio (500+ accounts).- Comfortable using tools such as Salesforce and Totango to manage your workflow.- Prior experience modeling account health and forecasting churn driven by data.- Excellent written and verbal communication skills, with the ability to convey highly technical information in an easy-to-understand manner.- Excellent organizational skills and experience managing competing priorities.- Proficiency developing and delivering awareness and education for customers.- SaaS experience preferred. ===== Upserve's "Mise En Place" =====Above all else, all Upserve employees are united in our shared passion for the hospitality industry, our product, and the impact we can have on the owners and operators we serve. We have a track record of success, with 100%+ growth in the last 3 years. How do we do it? By providing great value to our customers, and by relentlessly focusing on the details - our Mise En Place (everything in its place).- Our Net Promoter Scores over the last six months are higher than any other SMB software company- Our SaaS 'quick ratio' and LTV to CAC is exceeding 4x, making us leaders in the market- Our newest product features enjoy ~70% weekly active users and nearly 50% daily active users.- Our leadership hails from top companies like OpenTable, TellMe, BrightCove, Microsoft, and McKinsey.- Our Board and Investment Partners include Vista Equity Partners, First Round, and Pritzker. But our focus on excellence doesn't stop there. We offer competitive employee, including the following: - 100% paid medical and dental coverage with the leading provider nation-wide - Unlimited Time Off - our policy is "take the time you need, when you need it" - A "family first" culture, with generous paid parental and caregiver leave - 401(k) with built-in financial advisory services - Quarterly wellness weeks, focused on mental, emotional AND physical health - Catered healthy lunches daily, as well as organic healthy snacks in our office. - On-Site dry cleaning pick-up for those who want it...and a flexible "come dressed" policy for others! - Multiple social clubs, including intramural sport leagues and a monthly "supper club" Last but not least, Upserve is proud to be an Equal Opportunity Employer! Beyond that, we also care deeply about creating a culture of inclusion, and about improving diversity in tech. We believe in being color brave, not color blind, and partner with a number of local organizations working to improve access to the tech industry for underrepresented groups. These include Project Include, Girls Who Code, Providence IntraCity Geeks, #HackPVD, Code.org, PVD Lady Project, and Rosie's Girls to name a few.