Customer Success Manager (Hospitality SaaS)

Customer Success Manager (Hospitality SaaS)

Cape Town

A well-loved SaaS company focuses on empowering the hospitality and restaurant industry. It began with reservations management software and has grown into a platform offering CRM, marketing, online ordering, reporting, and payment processing.

Today, the company is a leading provider of restaurant reservation systems and a mobile app used by over 500,000 users to book tables online. With a deep understanding of the industry, they deliver value quickly while fostering a fun and collaborative culture.

Do you have a passion for tech/SaaS and experience using digital tools to create world-class customer journeys within the hospitality and restaurant industry?

Responsibilities:

• Host client meetings and training sessions.
• Onboard new clients onto the system, and help them get the most from the system.
• Gather customer feedback about the SaaS platform and services.
• Systemize and set up regular meetings and QBRs with your assigned customer portfolio.
• Monitor and analyze customer data to help clients unlock value and improve their operations.
• Develop strategies to grow existing accounts and ensure service quality and cost-effectiveness.
• Proactively promote suitable products and/or services, working to re-engage inactive customers.
• Generate and deliver reports to clients, offering insights and analysis as needed.
• Collaborate with Sales, Onboarding, and Technical teams to ensure a seamless customer experience and address technical issues.

Requirements:

We are looking for someone who appreciates great food and dining experiences and wants to contribute to our success!

• You have experience in the hospitality and/or restaurant industry, or you are genuinely passionate about what makes a great restaurant experience.
• You have 4 years of experience in Customer Success, Customer Service, or Strategic Consulting.
• The Tech industry excites you and is a space you really want to grow your career.
• You're a people person and a trusted go-to for customers.
• You're comfortable providing strategic advice to managers and directors within the customer base.
• You have excellent English communication skills, both written and oral.
• You're ambitious, self-driven, and reflective, with a humble attitude.
• You work well under pressure and can manage several projects simultaneously.
• You are self-organized, efficient, and good at managing your time.
• You enjoy problem-solving and can listen to client challenges, translating them into innovative solutions.
• Formal education in a relevant field is preferred, but if you lack it, proven results and industry experience will suffice.