Global restaurant brands run their operation on the Crunchtime platform. Delivering a consistent guest experience across every location and managing food and labor costs are at the core of how Crunchtime’s software is used today in over 150,000 locations across 100+ countries by the world’s top restaurant and foodservice operators. Customers including Chipotle, Culver’s, Domino’s, Dunkin’, Five Guys and P.F. Chang’s rely on our top-ranked platform which now includes Zenput to manage inventory, staff scheduling, learning and development, food safety, operational tasks and audits. About the role Our customers have complex operations distributed across time zones and geographies, often trying to manage it all on paper and in spreadsheets. We have created an operations execution platform which serves as the source of truth for work happening across the organization which chain operators use to align everyone from headquarters to the field to the stores. Our end goal is to improve the way work gets done in the field to ensure that every meal is a safe meal. We are a group of cooperative, fun, and caring contributors who like to laugh and provide each other with the support, tools, and know-how to succeed with our customers and our team. While we each work with our own group of customers, we collaborate, discuss, and help wherever needed. What you'll do as a Customer Success Manager - Drive successful adoption of Crunchtime within your portfolio of customers. - Become an expert user of Crunchtime platforms so that you can provide credible guidance on how best to apply the tools to customers' specific operational processes and business challenges - Using a consultative approach, help customers optimize product value by guiding them on leveraging new or unused features. - Manage the ongoing customer relationship to encourage growth, expansion and loyalty. - Identify new opportunities to expand Crunchtime to support additional work processes or departments within the customer’s business. - Track and close renewal business. - Advocate for customers internally by collaborating with our Product team to translate customer feedback into product requirements. - “Prime the pump” for customer case studies, quotes and testimonials by identifying advocates and sharing great stories with our Marketing team. What we’re looking for - An excellent ‘explainer.’ - You are organized and process-oriented, and enjoy uncovering opportunities to improve efficiency, for yourself, your customers, and your team. - You are focused, action-oriented, and always anticipating next steps: a natural project manager. You can create urgency without being annoying. - You concentrate your efforts on the most important priorities, moving quickly through issues, and driving for completion. You know how to find the optimal balance between speed, accuracy, and quality in the work you deliver. - You have a polished, professional, and articulate communication & presentation style, but you’re not a robot. Your personality shines through! - You listen well, ask the right questions, and know when more information is needed. - You are honest and empathetic. You see the world through the customer’s eyes. - You enjoy teaching others, be it a customer or a colleague. - You are creative and resourceful, and can adapt to rapidly-changing priorities in a fast-paced environment. You are comfortable making a judgment call in an ambiguous or novel situation. - Successful track record collaborating cross-functionally across internal teams (Sales, Support, Product, Engineering, Marketing, Finance) to solve customer problems - Willingness to travel occasionally to lead on-site business review, attend customer conferences, and attend company or departmental events. - Bachelor’s Degree - 2-4 years experience in Customer Success or Account Management supporting a B2B SaaS product. Nice to haves - Experience managing restaurant operations. - Experience with Salesforce, Catalyst, Google Apps, DocuSign, Monday.com - Experience working with a distributed team - Experience supporting restaurant, convenience store, or grocery industry verticals What you'll get - Great mission-driven team members from diverse backgrounds with a strong company culture - Competitive pay - Unlimited PTO - Paid company holidays - Yearly team off-sites - International travel opportunities - Medical, dental, and vision benefits (FSA, HSA & HRA options) - Basic & Voluntary Life Insurance - 401k employer match - Wellness benefits (Headspace, OneMedical, Omada, Ginger.io, Gympass, Carrot) - Commuter benefits - Work in an open environment on solutions that are reshaping the way businesses operate - Fun team events - Ability to have a big impact - 10 weeks of paid parental leave - Fitness reimbursement - Learning & development funds Compensation: The annual base compensation range for this position is $85,000 - $95,000. The reasonably estimated total cash compensation (base + variable) range for this full-time position will be $97,000 - $107,000. Actual compensation is based on factors unique to each candidate, including, but not limited to: job-related skills, qualifications, education, experience, and location. Crunchtime has a location-based compensation system, so someone doing the same job in a different city might have a different pay range. Accessibility Accommodation Statement Crunchtime complies with federal and state disability laws and makes reasonable accommodations for applicants and employees with disabilities. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact recruiting@crunchtime.com. Equal Employment Opportunity Statement At Crunchtime, we are an equal opportunity employer. We do not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, disability, veteran status, or any other characteristic. We have an inclusive and diverse workplace where every team member is respected and valued. As a global software development company, we believe that our diverse employee population enriches our work environment. Join us in our mission to provide the best software solutions to the food industry. We encourage you to apply regardless of your background or experience; even if you don’t meet all the qualifications, because we believe unique experiences and perspectives make us a stronger team.

• Build and maintain strong, long-term relationships with assigned clients. • Act as the main point of contact for customers, ensuring smooth onboarding and ongoing support. • Understand client objectives and ensure successful use of our platform to achieve desired outcomes. • Monitor customer engagement and proactively identify opportunities for upselling and cross-selling. • Collaborate closely with internal teams (Sales, Product, and Operations) to ensure seamless service delivery. • Manage client renewals, track success metrics, and reduce churn through consistent engagement. • Handle escalations effectively while maintaining a positive customer experience. • Collect and share customer feedback to help shape future product enhancements.

Role Description We are hiring our first Customer Success Manager to own the full lifecycle of our client partnerships, from onboarding through retention. This is a foundational hire for Opp. You will serve as the primary point of contact for approximately 20 partner accounts and will be responsible for ensuring every client receives a best-in-class experience. You will work cross-functionally with our BDR team, Sales Enablement Strategist, and Go-to-Market Engineer to drive results, maintain accountability, and keep campaigns running at peak performance. This role reports directly to the founders. Responsibilities - Client Onboarding - Own the client onboarding process end to end, serving as the primary relationship lead from kickoff through campaign launch. - Facilitate ICP mapping exercises with new partners and ensure all onboarding deliverables are documented, assigned, and tracked against target launch dates. - Conduct thorough reviews of all partner-provided resources and materials during onboarding to ensure completeness and accuracy. - Hold both the client and internal team accountable to onboarding timelines, proactively flagging delays and communicating updated deadlines. - Coordinate post-call action items with internal team members after every onboarding session. - Partner Management - Serve as the day-to-day point of contact for all assigned partner accounts, managing communications across email, Slack, and scheduled syncs. - Respond to all client communications within the same business day. - Ensure bi-weekly (minimum monthly) calibration syncs are scheduled and completed with every active client. - Prepare and deliver monthly performance dashboards and campaign progress reports to each partner, coordinating with Sales Enablement to ensure materials are available at least 48 hours before scheduled calibrations. - Maintain organized, up-to-date project documentation so that all internal and external deliverables are visible and on track at all times. - Triage and resolve client questions using existing materials and internal knowledge, escalating to Sales Enablement or leadership when necessary. - Partner Retention and Performance - Maintain accurate and current records of partner renewal dates, churn risk indicators, calibration schedules, and BDR seat assignments within HubSpot. - Collaborate closely with Sales Enablement to monitor campaign performance against established grading benchmarks. - Attend Sales Enablement syncs, document action items, and ensure BDRs are performing to expectations within each assigned pod. - Own the creation and delegation of corrective action plans when partner performance falls below expectations. - Lead partner realignment initiatives when client expectations or campaign parameters need to be recalibrated. - Go-to-Market Coordination - Communicate partner ICP changes, data pivots, and campaign adjustments to the Go-to-Market team with full context, including relevant job titles, company keywords, industries, and targeting criteria. - Monitor email and LinkedIn outreach volume to ensure all client campaigns are operating at maximum capacity. - Validate campaign tagging and BDR pipeline assignments in reporting, flagging discrepancies to the GTM team. - Ensure Sales Enablement is actively collaborating with the GTM team by providing feedback through the appropriate internal channels. Qualifications - Minimum of 2 years of experience in a Customer Success, Account Management, or Client Services role. - Experience working within or alongside a sales organization, with a strong understanding of sales workflows, pipeline stages, and revenue-driven team dynamics. - Demonstrated ability to manage a portfolio of 20 or more accounts simultaneously while maintaining high client satisfaction. - Strong working knowledge of CRM platforms, specifically HubSpot. - Experience with project management tools such as Basecamp, Asana, ClickUp, Notion, or similar. - Exceptional written and verbal communication skills with the ability to lead client-facing calls and correspondence with confidence. - Proven track record of holding cross-functional teams accountable to deadlines and deliverables. - Strong organizational skills with meticulous attention to detail in documentation, file management, and task tracking. - Ability to context-switch across multiple accounts and workstreams without letting things fall through the cracks. - Comfortable working in a fast-paced, remote-first environment where ownership and initiative are expected. Preferred - Experience working at a B2B agency, lead generation firm, or outsourced sales development organization. - Familiarity with outbound sales tools and platforms such as Clay, Apollo, Orum, Kixie, Salesloft, or Outreach. - Understanding of outbound sales metrics, pipeline management, and campaign performance analysis. - Experience preparing and presenting client-facing performance reports and dashboards. - Background working with or managing BDR/SDR teams. What Success Looks Like In your first 90 days, you will have fully onboarded into the role, taken ownership of your assigned partner accounts, and established a consistent rhythm of calibration syncs, internal coordination, and proactive communication. Within six months, you will be the go-to resource for your clients, the connective tissue between our internal teams, and a key driver of partner retention and satisfaction. You will know you are succeeding when clients view you as an indispensable part of their growth strategy. How to Apply If you are a proactive, detail-oriented customer success professional who thrives on building strong client relationships and driving accountability across teams, we want to hear from you.

**What You’ll Do** - Build and maintain long-term relationships with key customer executives, product owners, and others, within a geographic territory - Coordinate, develop, and deliver quarterly business reviews to customers to show progress, value, and growth potential - Maintain a positive geographic territory net revenue retention - Act as the SME on the PatientIQ platform and help our customers leverage our internally developed resources, best practices, and processes to achieve their goals - Work cross-functionally with the implementations team, as well as product and engineering teams to continuously provide feedback on customer needs to inform the future product roadmap and development strategy - Maintain and regularly update the PatientIQ product documentation and internal wikis - Mentor Customer Success Analysts for your geography in order to support clients effectively - Support PatientIQ sales operations and help identify areas where we can grow our offerings and solve new customer problems - Support and facilitate customer renewals, amendments and new product opportunities in coordination with the sales team