Customer Success Manager

Job not on LinkedIn

🔥 0 minutes ago

🇺🇸 United States – Remote

💵 $92k - $104k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

🏆 Customer Success

👻 Ghost score 0%

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Slang AI

WebsiteLinkedInAll Job Openings

11 - 50 employees

Founded 2019

🤖 Artificial Intelligence

🏨 Hospitality

☁️ SaaS

Artificial Intelligence • Hospitality • SaaS

Slang AI is a voice AI platform and phone answering solution purpose-built for restaurants. It answers inbound calls 24/7, manages reservations, provides guest-facing information (hours, directions, promos, allergies), routes VIPs, sends smart alerts to staff, and integrates with reservation systems like OpenTable, SevenRooms, Tripleseat and Yelp to deliver seamless, automated concierge services. The product emphasizes boosting revenue (up to 50% more phone covers), saving staff time (up to 200+ hours/month), high guest satisfaction (~96% CSAT), rapid setup (≈30 minutes), voice customization, analytics, and handoff to humans when needed.

📋 Description

• Own the customer journey for a book of independent restaurants and small groups from initial results review through adoption, renewal, and expansion • Review account results and identify accounts needing attention • Run business reviews with GMs and owners • Analyze call data to identify mishandled intent • Coach operators through menu and configuration changes • Own renewal outcomes and identify risk through usage and sentiment signals • Run documented save motions for at-risk accounts • Drive adoption of core product features and connect usage to operator metrics • Re-engage accounts with flattening usage curves • Identify and qualify additional-location and additional-use-case opportunities • Partner with Sales on expansion and contribute to the team NRR goal • Explain product configuration and diagnose misfiring call flows • Guide non-technical operators through fixes • Escalate recurring customer patterns to Product and Support and close the feedback loop • Help shape automated sequences, in-product nudges, and digital adoption playbooks • Use AI tooling to prepare accounts, summarize call trends, and draft customer communications • Collaborate with CSMs, Sales, Support, and Product

🎯 Requirements

• 3+ years in customer success, account management, or another client-facing role owning retention and growth outcomes • SMB or high-volume book experience strongly preferred • Background in restaurants, hospitality tech, or adjacent operator-facing SaaS • Familiarity with phone systems, POS, or reservation platforms (OpenTable, Resy, SevenRooms, Toast) preferred • Understanding of restaurant economics and ability to connect product usage to covers, labor, and guest experience • Comfortable working with GMs, owners, and hourly staff • Active daily use of AI tools for drafting, research, data summarization, and preparation • Clear, concise, and warm written communication • Ability to defuse frustrated emails and explain complicated fixes simply • Disciplined ownership and prioritization of a customer book • Adaptability and comfort with ambiguity and feedback • Experience building or refining scaled/digital CS programs nice to have

🏖️ Benefits

• Equity package included in offer package • Comprehensive health, dental, and vision insurance • Professional development opportunities • Work primarily remote with occasional travel to headquarters and company offsites