Customer Success Manager (Full-Time)

Job Title: Customer Success Manager (Full-Time)

About the Role:
As a Customer Success Manager (CSM), you will be responsible for ensuring customers achieve measurable success with WISK. This is a **full-time role** focused on onboarding, enablement, long-term success, expansion, and renewals. You will manage a defined portfolio of accounts and act as a trusted advisor, guiding customers toward faster time-to-value and deeper product adoption.

Key Responsibilities:
*** Onboarding:
- Provide a warm, structured welcome to new customers and introduce WISK’s value framework.
- Operate in a consultative manner, aligning WISK benefits with customer KPIs.
- Conduct onboarding and training sessions, supplying clear resources and guidance.
- Use Pipedrive to manage and track onboarding pipelines.
- Ensure customers reach critical milestones such as second inventory completion and invoice uploads to achieve time to value.

*** Customer Enablement:
- Enable customers to fully leverage WISK across their operations.
- Understand each customer’s business model, goals, and challenges, and align product usage accordingly.
- Share best practices, educate customers on new features, and support complex implementations.

*** Customer Success:
- Build trusted advisor relationships with assigned accounts.
- Help customers define success metrics and guide them toward achieving operational and financial goals.
- Monitor usage data, health scores, renewal timelines, and growth signals.
- Use Pipedrive, Vitally, and Intercom to manage customer health and proactively move red and yellow accounts to green.

*** Expansion:
- Identify and execute upsell and cross-sell opportunities within existing accounts.
- Drive broader feature adoption and module expansion.
- Encourage and manage customer referrals in collaboration with the CEO.
- Track and manage expansion pipelines in Pipedrive.
- Consistently achieve or exceed monthly expansion targets.

*** Renewals:
- Own and drive customer renewals while strengthening retention processes.
- Maintain strong, proactive customer relationships to reduce churn.
- Forecast and track key metrics including health status, renewals, and expansion potential.

Skills & Qualifications:
- At least 1–2 years of experience in Customer Success, Account Management, or a related SaaS role
- Strong English communication skills, both written and verbal (required)
- Excellent relationship-building and stakeholder management skills
- Strong analytical skills with the ability to identify trends and performance gaps
- Restaurant technology experience is essential
- Solid understanding of restaurant operations terminologies, such as:
- COGS
- Inventory variances
- Actual vs theoretical costing
- Experience handling renewals, upsells, and expansion conversations
- Can work in between 9 am ET - 5pm ET

Success Measure
Your success as a CSM will be measured by customer satisfaction, retention, expansion, and the consistent delivery of operational and financial value to restaurant and hospitality clients using WISK.

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How to Apply:
Send your resume and a brief Loom video outlining your relevant support experience to ---------- with the subject line: Customer Success Manager - Full Time (Application)

Shortlisted candidates will be contacted for the next steps.