Customer Success Lead Foodics

What Will You Do 

• Professionally manage your team of Customer Success consultants who build customer relationships with a portfolio of assigned accounts, fostering a culture of excellence and customer-centricity.
• Make sure your team meets and exceeds customer retention goals and ensure consistently high retention rates and increase the total NRR and ARR.
• Build and maintain strong, trusted working relationships with key decision-makers and power users starting from onboarding and throughout the customer lifecycle.
• Analyze customer feedback and data to drive continuous improvement in our products and services.
• Provide regular reports and insights to senior management on key customer metrics and trends.
• Gain a thorough understanding of assigned client s needs, business objectives, and processes to ensure that they successfully adopt and deploy Foodics
• Ensure that customers derive maximum value from Foodics and collaborate with the sales team to help upsell additional services, integrations, and features.
• Identify risks to client success and aggressively/proactively engage the client whenever there s an identified retention issue.
• Develop and execute retention plans for customers who may be at risk
• Drive resolution of escalated account issues in coordination with Billing, Support, and other departments.
• Gain and maintain an expert knowledge of Foodics products and services.
• Be a voice for the customers internally and help senior leadership understand product concerns, shortcomings, and missing features that are important to the customers.
• Manage contract related inquiries, questions, and issues from clients and other departments.
• Liaise with other team leaders to make sure that Foodics clients are getting the best service possible.
• Stay up-to-date with industry trends and best practices in customer success and restaurant management technology.
• Act as the primary point of contact for "Code Red" account escalations, providing a calm, authoritative presence for disgruntled clients while negotiating win-win resolutions.
• Empower the team with clear "Escalation Paths," defining exactly when and how a technical or billing issue should be moved up the chain to deliver the best customer experience for the clients
• Orchestrate cross-departmental "War Rooms" for complex deployments or accounts requiring multi-disciplinary support (e.g., bridging the gap between Tech Support and Product for a specific bug).
• Facilitate Business Reviews (QBRs) for high-value stakeholders, translating technical usage data into strategic business value for the client s C-suite.
• Collaborate with the Finance & Billing departments to streamline the "Quote-to-Cash" process for renewals, ensuring a frictionless experience for the client.

What We Offer You /strong>

• We have an inclusive and diverse culture that encourages innovation and flexibility in-office, and hybrid work setups.
• We offer highly competitive compensation packages, including bonuses and the potential for shares.
• We prioritize personal development and offer regular training and an annual learning stipend to tackle new challenges and grow your career in a hyper-growth environment.
• Join a talented team of over 30 nationalities working in 14 countries, and gain valuable experience in an exciting industry.
• We offer autonomy, mentoring, and challenging goals that create incredible opportunities for both you and the company.