Remote Position
[Remote] Customer Success Manager
🌍 Remote · United States
💼 Full-time
Note: The job is a remote job and is open to candidates in USA. Diver5ify is recruiting for an unnamed safety technology company expanding in the US. The Enterprise Customer Success Manager will own a major quick-service restaurant relationship after contract signing, driving onboarding, training, adoption, renewals and expansion across corporate and franchisee organizations.
Responsibilities
- Onboard and train. Run onboarding for each restaurant and franchisee group in line with the install schedule. Deliver practical training for managers and crew, in person and remotely
- Drive adoption. Track usage across the estate and step in early when a site starts to drift. You’ll get on the road when a call won’t fix it
- Build relationships. Earn the trust of owner-operators, ops leads and restaurant managers. Support business reviews that show value in their terms: incidents de-escalated, claims defended and crew retained
- Own renewal and expansion. Own the renewal outcome, and grow within franchisee groups through more sites, more devices and add-on products
- Be the voice of the customer. Feed field insight back to Product, Support and Commercial so the customer experiences one joined-up team
Skills
- 5+ years in customer success or account management in B2B SaaS or hardware-plus-software, including multi-site customers
- A track record of driving adoption and owning renewals, with numbers you can explain
- Comfort working with franchise or multi-unit operators, from the owner of 10 restaurants to the manager of a busy shift
- Strong training and presentation skills, from a room of crew to an executive briefing
- Data-driven habits: you spot trends and act before the customer asks
- Confident, everyday use of AI tools in your workflow. This is expected of everyone in the business
- QSR, restaurant or retail operations experience, or experience supporting tech in large franchise systems
- Spanish
- A background in safety, security or connected-device products
Benefits
- Variable pay tied to adoption, renewal and expansion
- Equity through an employee share option plan
- US remote work
- A high-visibility role at the centre of a flagship US deployment for a company scaling fast
Company Overview