Manager, Customer Success (US/Canada) Full Time NEW

Swooped is a Talent Platform (not a staffing agency). We are not the employer for this role and do not make hiring decisions. Clicking “Apply” takes you to Swooped to review the role and hiring company details.

About the Opportunity

The company is building the AI-native system local business owners use to succeed, starting with restaurants. This system replaces the many tools owners use to run their business, powering everything from the restaurant’s website, online ordering, CRM, POS, and more.

The product philosophy is that most small business software makes owners do the work to get what they want: sales growth and profit growth. This system does the work for them agentically. Its system drives demand, converts it, and helps operators run their business day to day. As it improves, the business improves with it. Using the system should feel like having a team of great operators, engineers, and marketers working for you.

The vision is to start by helping independent restaurants succeed online, but it’s not just restaurants that need this help. Most local businesses are struggling with these same problems. Huge technology corporations are taking their customers, bleeding their profits, and making it hard for them to survive. Once the solution for restaurants is perfected, it will scale into every other local business type. In the future, tens of millions of local business owners will use this technology to succeed in the digital age.

Since 2020, the company has generated tens of millions in revenue and processed over a billion dollars of online orders. A significant portion of Americans have used the company’s website. More importantly, the company has helped over 20,000 restaurant owners, saving them nearly $200 million in fees.

The team is now in the low hundreds, comprised of top talent from successful companies in SMB software. The team will be scaling even faster to keep pace with customer growth.

The company is a remote-first, global organization headquartered in San Francisco, with a sales hub in Toronto. For some roles, in-person collaboration at one of the office locations is prioritized. Most teammates are distributed throughout the globe.

As the Manager of Customer Success, this role will play a vital part in ensuring customers are engaged, satisfied, and successful with the company’s online ordering, delivery, and marketing solutions. This role requires a customer-first mindset and a strategic approach to improving customer lifetime value (CLTV) and maximizing the adoption of the platforms. This individual will collaborate with the SVP of Customer Success, along with cross-functional teams, to continuously improve the customer experience. This role is 100% remote and can be based anywhere in the United States or Canada.

The Impact You Will Have

As the Manager of Customer Success, you will be instrumental in shaping the overall customer experience and long-term success of clients. Your work will directly impact the company’s growth by:

• Reducing Customer Churn: Through proactive monitoring and tailored retention strategies, you will help reduce churn, ensuring customers continue using and benefiting from the platforms.

• Increasing Customer Lifetime Value: By fostering deeper relationships with customers and identifying opportunities for upselling or cross-selling, your efforts will significantly contribute to higher customer lifetime value (CLTV).

• Improving Customer Experience: You will be at the forefront of identifying and addressing customer needs, ensuring their experience with the platform is seamless, successful, and consistently improved over time.

• Driving Customer Advocacy: Your role will cultivate satisfied customers who become advocates, helping build a positive reputation for the brand and encouraging referrals through word-of-mouth or formal programs.

Your leadership in retention efforts will be pivotal in sustaining the company’s growth, revenue, and market position in the competitive restaurant technology space.

Who You’ll Work With

• SVP of Customer Success
• Other Managers of Customer Success
• Leaders of Customer Support, Launch, and Sales
• Product Leaders
• Operations + Enablement

Minimum Requirements

• Experience: 5+ years of experience in customer retention, customer success, or account management, preferably in the SaaS, POS, or restaurant technology sector.
• Leadership: Experience managing a customer-facing team, with proven ability to drive performance and nurture team growth.
• Objection Handling: 2-3 years in software sales, preferably to small business owners. Strong understanding of objection handling and isolation best practices with the ability to up-level reps on these critical skills.
• Customer-Centric Mindset: A deep commitment to delivering an exceptional customer experience, with a track record of building and maintaining strong relationships with clients.
• Analytical Skills: Strong analytical skills with the ability to interpret customer data and metrics, turning insights into actionable strategies for customer retention.
• Communication Skills: Excellent verbal and written communication skills, with the ability to effectively engage with customers and collaborate cross-functionally with internal teams.
• Problem-Solving: Proven problem-solving skills, with the ability to anticipate customer needs and proactively address challenges before they escalate.
• Adaptability: A highly adaptable individual who thrives in a fast-paced environment and is able to manage multiple priorities and meet deadlines.
• Technical Aptitude: Ability to demonstrate using AI to drive business efficiency. Familiarity with SaaS platforms, restaurant tech, online ordering systems, or POS solutions is a plus.

Interview Process

• Recruiter Screen: 30-minute phone call to align on your background, what you’re looking for, and answer any early questions.
• Hiring Manager Interview: 45-minute video interview with the hiring manager to go deeper on your leadership experience, customer success knowledge, and management approach.
• Case Study + Live Overview: A take-home exercise followed by a live presentation that gives you an opportunity to showcase your thinking, relevant experience, coaching approach, and communication style.
• Cross-Functional Partner Interview: Video interview with key cross-functional partners focused on collaboration, communication style, and how you work across teams.
• Final Round: Conversation with senior leadership to discuss vision, team fit, and long-term impact in the role.

Pay & Benefits

• The estimated base salary range for this role is $125K-155K USD plus a generous equity pre-IPO equity package.
• Other benefits include comprehensive health coverage, work from anywhere (100% remote workplace), unlimited PTO – plus extra fun perks!