Customer Success Manager, Lead (Remote, USA)

The Olo Customer Success team is a constant connection between the Customer and our company. They are entrusted with ensuring our portfolio of clients are wildly successful with our solution and realize value along the customer journey. You will lead a team of 3-5 Customer Success Managers who own sizable books of business consisting of multi-location corporate restaurant brands. You will report directly to the VP, Customer Success.You are experienced at building trusting relationships with brand executives and direct reports, and holds industry knowledge in restaurant SaaS technologies. You are concise, passionate, calm, inspired and inspiring.What You'll DoLead a team of 3-5 CSMs each who own sizable books of business consisting of multi-location corporate restaurant brandsOversee and act as the main contact for a small book of business to usher the brand through its lifecycle, advise on best practices, address challenges and prove the platform's valueForm deep executive relationships with your team's most strategic brandsBe the escalation path and customer advocate for those in need of elevated attention and collaboration to achieve mutual goalsHire and develop the careers of a growing team of CSMsCreate and partake in Executive Business Reviews for your and your team's accounts with a focus on demonstrating value, driving adoption and deepening engagementCreate and evaluate your team's Success Plans focused on demonstration of Olo's value, building new relationships with decision-makers, and achieving our goalsAdvise on the creation of multiple Customer Success programs including the customer lifecycle, Customer Health, NPS management, Success Plans, and adoption effortsAdvise in the build-out of a CSM application that focuses, operationalizes, and organizes Customer Success efforts centered around Customer Health scoresImagine and record tech-touch workflows with a goal of automating common outreaches based on triggers and making the team more efficientWhat We'll Expect From You5+ years relevant work experience in Customer Success, Product Management, Technical Account Management, or other disciplinesSaaS experience in the restaurant tech industrySalesforce or other similar CRM experience3+ years team management experienceBA/BS Degree or equivalent, Masters Degree appreciatedExperience driving customer outcomes and managing expectations at the executive levels in IT, Marketing or Brand Management departmentsProject management skills and experience working through deadlinesProven presentational skillsLegally able to work in the U.S.and a people-first mentalityAbout OloOlo powers digital ordering and delivery programs that connect restaurant brands to the on-demand world, placing orders directly into the restaurant through all order origination points - from a brand's own website or app, third-party marketplaces, social media platforms, smart speakers, and home assistants. Olo serves as the on-demand ordering and delivery platform for over 400 brands, such as Applebee's, Checkers & Rally's, Cheesecake Factory, Shake Shack and more. Learn more at 's headquarters is located on the 82nd floor of One World Trade Center. In addition to our NYC cohort, over 65% of our team works remotely across the U.S. We offer great benefits, such as 20 days of Paid Time Off, fully paid health, dental and vision care premiums, company equity, a generous parental leave plan, and perks like team events. Check out our culture map: encourage you to apply!We value diversity. At Olo, we know a diverse and inclusive team not only makes our products better, but our workplace better. Many groups are underrepresented across the tech sector and we are committed to doing our part to move the needle.Olo is an equal opportunity employer and diversity is valued at our company. All applicants receive consideration for employment. We do not discriminate on the basis of race, religion, color, national origin, gender identity, sexual orientation, pregnancy, age, marital status, veteran status, or disability status.If you like what you read, hear, and/or know about Olo, and want to be a part of our team, please do not hesitate to apply! We are excited to hear from you!