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Client Experience Manager - SMB
Slangai
Remote, USA
Full-time
Mid · 3+ years experience
Remote
USD 105000-110000 yearly / year
Discovered 1 weeks ago
Free
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- Driving Long-Term Success: You are responsible for the health and success of your assigned accounts. You ensure customers are seeing clear outcomes, meeting their goals, and staying on track for renewal.
- Building Trusted Relationship: You build strong relationships with a range of customer stakeholders — from General Managers to Operations Leaders — and know how to tailor your approach depending on their needs.
- Renewals & Retention: You own the renewal process and are accountable for maintaining and growing account revenue. You identify risks early, take action to resolve issues, and keep customers satisfied and committed.
- Surfacing Growth Opportunity: You surface expansion opportunities (e.g. additional locations or use cases) and work with Sales to execute. You contribute to the team’s Net Revenue Retention (NRR) goal.
- Feature Adoption & Product Fluency: You guide customers through product updates, encourage usage of key features, and tie adoption back to business outcomes. You’re expected to understand and explain Slang’s value.
- Onboarding and Success Planning: You create simple account plans to track customer goals, key contacts, risks, and growth potential. You align internal teams around each plan to support execution.
- Voice of the Customer: You escalate customer feedback internally and contribute insights that improve product and service. You partner with Product and Support to advocate for customer needs.
- Hospitality-First Service: You respond quickly, handle challenges with professionalism, and make interactions easy for customers. You aim to create a positive experience in every conversation.
- Customer Focus: You care about helping customers succeed. You’re responsive, thoughtful, and proactive.
- Experience: 3+ years of experience in customer success, account management, or client-facing roles. Background in restaurants or hospitality tech is strongly preferred.
- Business Acumen: You understand restaurant operations and how to align Slang’s value with business goals. You’re comfortable working with executives and frontline staff alike.
- Communication: You’re clear and concise in both written and verbal communication. You know how to explain ideas, give updates, and lead customer conversations.
- Ownership: You manage your book of business with attention to detail. You’re accountable for renewals, engagement, and outcomes.
- Adaptability: You’re comfortable in a fast-changing environment and open to feedback. You handle ambiguity and know how to prioritize.
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