Passionate About Food and Tech? Lead the way as a Customer Success Manager at Munu!

Our love for food and technology has set us out on a mission to make operations smarter in restaurants and bars worldwide. Our goal is to empower people to grow their business, leverage their data, simplify their work, and create unforgettable guest interactions.

With a passion for quality and service, and with deep industry knowledge, we bring the future to the table. Now you can take part in a juicy journey – unlike anything else out there. At Munu we don´t just Empower our customers and stakeholders. We Empower YOU.

We are now searching for Customer Success Managers who will make a significant impact across a diverse portfolio of restaurant customers.

As a Customer Success Manager for Restaurants in Munu, you’ll manage a portfolio of restaurant accounts, leveraging scalable communication and engagement strategies to retain, support, and expand each relationship. Through proactive care, insightful recommendations, and efficient support management, you’ll ensure each client achieves maximum value from the Munu platform.

About this Role – Key Responsibilities

As a Customer Success Manager for Restaurants, you will:

• Portfolio Management: Engage and retain a large portfolio of restaurant accounts using scalable communication that fosters consistent satisfaction and loyalty.
• Customer Engagement: Keep customers informed and excited about new features, products, and best practices to help them fully leverage our platform.
• Upselling and Growth: Identify and capitalize on expansion opportunities, supporting customers as they grow or adapt to new needs.
• Pipeline and Trend Reporting: Track and report upsell opportunities and key trends within the restaurant industry to better anticipate and serve customer needs.
• Customer Satisfaction: Proactively manage at-risk accounts to minimize churn, addressing potential concerns before they escalate.
• Support Management: Address and escalate technical issues as needed to ensure swift and effective resolution, maintaining high customer satisfaction.
• CRM Management: Ensure all customer data is accurate and up-to-date in the CRM, collaborating with internal teams to maintain a comprehensive customer view.
• Order Handling: Manage invoices and new orders with the authority to make adjustments or credits to resolve any billing or order-related inquiries.
• Team Collaboration: Work closely with the wider Munu team and support colleagues as needed to provide seamless service across the board.

Key Performance Indicators (KPIs)

Your success as a Customer Success Manager for Restaurants will be measured by:

• Customer and Revenue Retention: Achieving high retention and minimizing churn by proactively supporting and engaging each account.
• Customer Satisfaction: Consistently meeting or exceeding satisfaction targets, with an emphasis on identifying and addressing at-risk accounts.
• Product Adoption and Engagement: Driving feature adoption and engagement within accounts to ensure customers receive maximum value from our platform.
• Upsell and Expansion Rate: Identify upsell and expansion opportunities to support incremental growth across your portfolio.
• Incident Resolution Efficiency: Maintaining a high level of responsiveness for technical issues, meeting service-level expectations.
• CRM Data Accuracy: Keeping all customer information up-to-date in the CRM, ensuring transparency and effective cross-team collaboration.
• Operational Responsiveness: Efficiently managing inquiries, orders, and invoices to deliver a smooth and professional customer experience.

What We Expect from You

• Customer Focus: A proactive approach to identifying issues and providing solutions that foster long-term loyalty and satisfaction.
• Product Expertise: An in-depth understanding of our offerings and a strong commitment to recommending solutions that meet the unique needs of restaurant clients.
• Team Player: A collaborative mindset, working closely with colleagues to ensure smooth operations and seamless customer service.
• Adaptability: Comfort engaging with customers through multiple channels—phone, Teams, and occasional in-person visits as needed.
• Passion for the Industry: A love for a fast-paced, dynamic environment and a genuine enthusiasm for helping restaurant clients succeed.

If you’re passionate about customer success, enjoy supporting a diverse and active client base, and thrive in a fast-paced, collaborative environment, we’d love to have you join our team!