QUALIFICATIONS:

• 1–3 years of experience in customer service, account management, or a related field.
• Strong communication, persuasion, and problem-solving skills.
• Ability to stay calm under pressure and think creatively.
• Experience using CRM systems (e.g., Zoho, Salesforce, HubSpot).
• Comfortable working with KPIs and customer data to drive decisions.
• Bilingualism English and French
• Valid driver’s license (you will occasionally need to go onsite to meet clients)
• Experience in the hospitality industry
• Knowledge of POS systems

ABOUT THE ROLE:

We’re looking for a proactive, people-oriented Customer Success Manager to join our team. Your main goal? Keep our customers happy, engaged, and loyal. You’ll be the voice of the customer, diving into feedback, solving pain points, and driving long-term satisfaction.

KEY RESPONSIBILITIES:

• Build relationships with at-risk or disengaged customers to understand concerns and work toward resolution.
• Monitor customer health metrics and usage patterns to proactively address churn risk.
• Collaborate with Sales, Customer Support, and Product teams to improve the customer experience.
• Educate customers on features, benefits, and value of the service to increase adoption and satisfaction.
• Handle subscription renewals, contract questions, or cancellation requests, and present tailored solutions or retention offers.
• Track and analyze retention rates, customer feedback, and recurring pain points.
• Help develop retention strategies and loyalty programs.
• Maintain accurate records of customer interactions using CRM tools.
• Proactively call chain restaurant clients after installations, service calls, or escalated support issues to ensure satisfaction and adoption.
• Go onsite to visit key clients when needed—especially when face-to-face troubleshooting, training, or relationship building is required.
• Monitor and review support and development tickets to identify clients with outstanding issues or blockers.
• Regularly touch base with clients who have open tickets or have expressed dissatisfaction.
• Collaborate closely with Support, Installations, and Development teams to follow up on client concerns or feature requests.
• Keep detailed records of customer feedback and interactions in the CRM (Zoho).
• Identify red flags in client engagement or satisfaction and escalate as needed to prevent churn.
• Work with the team to implement loyalty initiatives or retention offers for high-risk accounts.