This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more. Role Description The Partnership Success Manager (PSM) is the heart of our retention and relationship strategy. While our Outreach team finds new partners, you are responsible for making sure those partners feel valued, engaged, and supported. Your goal is to turn a one-time collaboration into a long-term, high-impact relationship. Responsibilities - Partner Onboarding and Retention - Seamless Transition: Take over the relationship once the Directory Coordinator has closed a lead. - Onboarding Excellence: Walk new partners through their directory benefits, helping them optimize their listing and understand how to engage with the community. - Renewal Management: Track partnership milestones and proactively lead discussions for renewing or expanding collaborations. - Relationship Nurturing - Regular Touchpoints: Conduct monthly or quarterly health checks with key partners to ensure their needs are being met. - Problem Solving: Act as the first point of contact for any issues, feedback or requests a partner may have. - Impact Reporting: Gather data and stories to show partners the value they’ve received (e.g: directory clicks, event attendance, or introductions made). - Collaboration Execution - Act as internal liaison and work with marketing team to ensure partner logos, shout-outs, and event collaborations are executed as promised. - Resource share and identify ways ACH can support partners' independent projects, such as sharing their content, news, or initiatives with our wider network. - Funnel partner feedback to the leadership team to help improve our directory features, services, and offerings. Qualifications - Account management: 2 years of experience in account management, customer success, community management, or similar experiences. - Ability to be proactive and truly understand a partner’s unique goals and needs. - Ability to handle difficult conversations and find solutions. - Organized and capable of handling a 30+ active directory. - A passion for supporting the Asian diaspora and a deep understanding of the professional and cultural landscape of the community. Expectations - This is a volunteer role; we’re asking for 3-5 hours/week max to contribute. - No volunteer should be exceeding these hours without communication to their manager. - Must attend meetings for team meetings and 1:1s. - Communication is key and participation is required to commit to the project.

This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more. Role Description We are looking for a Customer Success Manager (CSM) to help secure the long-term success of our restaurant partners. You will provide support throughout their entire life cycle from onboarding, to adoption, to retention. This role is essential to ensuring that our customers have a world-class experience and opportunities to further develop their business. The Sauce CS team is the heartbeat of our customers. We are a diverse, global team working to help our customers meet their business goals through creative problem-solving, data and deep product knowledge. We’re empathetic relationship builders, curious minds, doers, thinkers, strategizers, and friendly humans. The passion we have for the Sauce mission makes it easy to be obsessed with our customers. This role is remote and reports to the Director of Customer Success. What You'll Do: - Own and manage a growing portfolio of SMB restaurant accounts, tracking usage, adoption, health scores, to consistently achieve quarterly KPIs. - 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. Qualifications - 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. Requirements - Reliable personal computer or laptop with current software. - High-speed internet connection. - Keyboard, mouse, webcam, and headset with microphone. - Primary 24” monitor (second monitor recommended). Benefits - Strong & Competitive Compensation Package. - Flexible Work Environment. - 10 Paid Personal/Vacation Days. - 5 Paid Sick Days. - Monthly Wellness Stipend. - Quarterly Team Dinners & Events! - The Opportunity to Build Something that Changes the Delivery Tech Industry for the Better!

• Ensure client satisfaction, retention, and growth • Work with mid-sized to large clients and their broker partners • Deliver measurable value through strategic growth recommendations • Execute retention strategies that highlight value, drive satisfaction, and promote long-term loyalty • Identify upsell opportunities and expand product offering • Meet or exceed revenue and retention targets • Conduct regular performance reviews and strategic planning sessions with clients • Maintain accurate and timely documentation of client interactions in CRM system

• Build, develop and scale a high-performance team of Customer Success leaders and professionals, fostering a culture of excellence, efficiency and results-orientation. • Lead the onboarding, adoption (farming) and retention teams, ensuring targets are met and performance and follow-up rituals are executed. • Guide the team in prioritization, workload management and problem resolution, ensuring focus on high-impact activities. • Implement and adapt global strategies, processes and guidelines to local/regional contexts, identifying opportunities for efficiency and continuous improvement. • Define, monitor and report strategic KPIs (MRR, churn, NRR, activation, onboarding time), holding responsibility for Customer Success outcomes. • Generate insights from data and turn them into action plans and business cases to prioritize initiatives and investments. • Ensure high product adoption and reduced churn through data-driven strategies, feedback and root-cause analysis. • Work cross-functionally with Product, Marketing, Sales and Operations to continuously improve the customer experience. • Maintain an up-to-date view of the product, market and trends, supporting strategic decisions and team development.