Customer Success Manager

This is a fully remote opportunity. Must be consistently available between 10:00 AM and 6:00 PM Eastern Time.

What We Are

Lunchbox is a collection of enterprise solutions that redefine the digital restaurant experience. You can't put us in a box because we're the whole package. We're an exceedingly savvy team of tech and food enthusiasts. We help build out performance tools to drive guests to restaurants — and only restaurants!

Lunchbox is for restaurateurs, by restaurateurs, and we're shouting that from the rooftops! We're led by food people who care. Our team has won some fun culture awards, and you can find us in the press. We regularly launch stuff that helps the industry, and we're not afraid to roll up our sleeves and get dirty. It's noteworthy that we're proud to have secured our Series A funding in FoodTech for $22 million, followed by a Series B round of $50 million, with Coatue leading the way.

The Opportunity 

As a Customer Success Manager at Lunchbox, you'll play a meaningful role in helping restaurants enhance their connection with customers through our digital platform. You'll work closely with clients, building genuine relationships while guiding them to get the most value from our services. Join a supportive team where your efforts directly contribute to improving dining experiences for businesses and their patrons.

What You’ll Do

• Customer Relationship Management: Build and maintain strong partnerships with key executives and decision-makers within assigned Enterprise accounts.
• Product Expertise: Serve as a knowledgeable resource on the technical and functional aspects of the Lunchbox platform and integrations.
• Customer Enablement: Educate customers on how to effectively use and benefit from the full suite of Lunchbox products.
• Advocate for Customer Success: Understand customers’ business challenges and proactively manage projects to support their objectives. Act as the primary liaison between customers and internal teams to facilitate timely assistance.
• Meeting Coordination: Lead regular check-ins to manage expectations, prioritize tasks, and track deliverables, ensuring alignment with customer goals.
• Data-Driven Recommendations: Provide actionable insights and best practices for program improvements based on data analysis.
• Retention & Growth: Drive customer satisfaction and retention while identifying and supporting opportunities for account growth and upselling.
• Quarterly Reviews: Prepare and deliver comprehensive, data-driven account reviews, maintaining detailed records of outcomes and next steps.
• Product Advocacy: Communicate product updates, enhancements, and the Lunchbox roadmap to customers, securing buy-in and alignment.
• Cross-Team Collaboration: Work closely with Support, Onboarding, and other internal teams to ensure a seamless and positive customer experience.
• Issue Resolution: Document, escalate, and resolve critical issues efficiently in partnership with the management team.
• Best Practices: Share insights and proven methods with team members to continuously enhance the quality and efficiency of customer support and success processes.

What We’re Looking For

• 3+ years of relevant experience working in a Customer Success, Account Manager or Project Manager role. 
• Experience with Enterprise accounts, required.
• Experience working in a SaaS company 
• Technical background with ability to quickly learn and master new technologies. 
• Excellent multitasking and project management skills. 
• Demonstrate ability and desire to work and excel in a fast-paced environment. 

Bonus Qualifications

• Restaurant technology experience (point of sale systems, APIs, mobile applications) 
• Proficiency with tools such as Salesforce, G Suite, Intercom, ClickUp

Some Awesome Benefits:

• 🌍 Remote work from anywhere in the US.
• 💸 Workspace stipend or device reimbursement of up to $500.
• 🏥 Comprehensive health coverage (medical, dental, and vision).
• 💆 Online mental health therapy for your well-being.
• 🏖️ Unlimited PTO from day one and parental leave.
• 📚 Annual professional development stipend.
• 👶Kindbody: Gynecology, fertility, and family-building benefit.
• 🍔 Oh, and we'll even cover the cost of your food-related tattoo!

Lunchbox’s biggest asset is our people. We work to shape an equitable and inclusive culture that amplifies voices, fuels performance and collaboration, and fosters a sense of trust and belonging for all. We know that, similar to the restaurant industry that we serve, different views and experiences are advantages, and help us drive better business. We strive for the awareness, education, celebration, and recognition of not only our people but for diversity, inclusion, and equity across our organization. 

Lunchbox is an Equal Opportunity and Affirmative Action Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. This means, we do not discriminate on the basis of race, religion, color, sex, gender identity, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status or any other basis covered by appropriate law.