The Customer Success Associate is the main point of contact with our merchants and helps deliver a great customer experience. The role will actively work with restaurants and help them succeed through various initiatives, such as continuously improving their product knowledge, giving strategic recommendations on using POS features, and coordinating with local ground teams during on-site support visits, with the goal of improving customer retention. The role also drives discovery of upsell and new customer opportunities through building long term relationships with restaurant partners.
What You'll Focus On:
- Product Adoption-Manage a book of restaurants and help restaurants be more successful at using our POS products and features through calls and guiding them to appropriate self-serve resources and tutorials
- Discover upsell opportunities and upsell additional products and features
- Customer Retention-Assist key restaurant customers with issues, proactively check-in with restaurants to anticipate potential issues, and route them to the appropriate department
- Coordinate with local teams if on-site service is needed, such as new installations or on-site repairs
What You Bring:
- Bachelor’s degree in a relevant field highly preferred
- 2+ years of relevant experience required
- Direct experience in a customer success, sales, operations, or project management role preferred
- Direct or adjacent experience (POS, restaurant, or any SaaS type of industry) preferred
- Bilingual proficiency in English and Chinese (or specific language for the target market) required
What We Offer
- A fair compensation package
- Medical, dental, and vision insurance
- 401(k)
- 100% employer-paid Short-Term Disability (STD)
- 100% employer-paid Life Insurance and option for additional employee-paid Life Insurance
- 100% employer-paid Accidental Death and Dismemberment (AD&D) Insurance and option for additional employee-paid AD&D Insurance
- Company holidays
- Birthday off
- Paid Parental Leave
- Flexible Paid Time Off (PTO)
- Employee Assistance Program (EAP)
- Fuel reimbursement
*Preferred candidates who are located in the Boston area.
