Customer Success Manager

The Role

We are looking for a Senior Enterprise Customer Success Manager (CSM) to own and grow strategic customer relationships across our enterprise portfolio. This is a senior, high-impact role responsible for driving adoption, ensuring retention, and uncovering expansion opportunities with some of the largest restaurant groups and partners globally.

The Senior Enterprise CSM will act as a trusted advisor, deeply understanding customer goals, aligning them with Eat App’s solutions, and partnering cross-functionally (Sales, Product, Marketing, Support) to deliver measurable business outcomes.

Responsibilities

• Strategic Account Ownership: Manage a portfolio of enterprise accounts, serving as the primary relationship owner for executive and operational stakeholders.
• Onboarding & Adoption: Lead seamless onboarding experiences and drive product adoption to ensure customers realize maximum value from Eat App.
• Retention & Expansion: Develop and execute account success plans to reduce churn risk, secure renewals, and identify upsell/cross-sell opportunities.
• Enterprise Partnership: Engage with senior decision-makers and influence long-term account strategy by positioning Eat App as a critical business partner.
• Feedback Loop: Advocate for customer needs internally, providing structured feedback to the Product and Engineering teams to inform roadmap priorities.
• Business Reviews: Conduct regular Executive Business Reviews (QBRs/MBRs) with customers to showcase value, performance, and growth opportunities.

Requirements

• 6–10 years of experience in Customer Success, Account Management, or Enterprise SaaS consulting roles, preferably in B2B SaaS or hospitality tech.
• Proven track record of managing large enterprise accounts with complex multi-stakeholder relationships.
• Strong business acumen with the ability to link product value to customer ROI.
• Exceptional communication and executive presentation skills.
• Comfortable working across cultures and time zones in a remote-first, global team.
• Ability to thrive in a high-growth, entrepreneurial environment.
• Bonus: Experience in hospitality, F&B tech, or marketplace SaaS.

Why Join Us

• Work at the forefront of hospitality SaaS innovation with a product used by top restaurant groups worldwide.
• Be part of a global, remote-first team with colleagues in 12+ countries.
• Opportunity to make a direct impact on company growth by shaping how we serve our largest and most strategic customers.
• Competitive compensation, performance incentives, and growth opportunities in a scaling SaaS company.