Customer Success Manager

Olo is a leading SaaS platform accelerating digital transformation in the restaurant industry, by helping customers deliver more personalized and profitable guest experiences. As a result, our digital ordering, payment, and guest engagement solutions enable brands to do more with less and make every guest feel like a regular.

Olo Customer Success Managers (CSMs) are a constant connection between our cherished Customers and our company. As the client's internal advocate, you'd be entrusted with ensuring our clients are wildly successful with our solution. You are accomplished in building strong relationships, managing through change, passionate about technology, concise, and borderline obsessed with customer satisfaction. 

This is a full-time position reporting to the Associate Director, Customer Success.

You can work remotely from anywhere in the U.S. or at Olo’s headquarters in NYC.

What You'll Do

• Manage a portfolio of 30+ customers, to develop a trusted-advisor relationship with partners and executive sponsors to drive product adoption and ensure clients are leveraging the solution to achieve their business goals.
• Be the internal customer champion by advocating for the prioritization of needed product enhancements, and manage customer expectations accordingly
• Maintain overall customer health metrics including NPS and CSAT surveys, Year-over-year sales, order error monitoring, customer feedback, etc.
• Proactively address discovered issues, and act as the main point of contact for escalations
• Conduct Executive Business Reviews (EBR's) to demonstrate Return on investment through Olo products, promote adoption, deepen engagement, and highlight progress towards the customer's business priorities.
• Advise and empower clients with best practices on leveraging our solutions to ensure product adoption and ultimately the achievement of their desired business objectives and outcomes.
• Help troubleshoot by identifying potential issues and liaising effectively towards a resolution with various internal teams including Specialists, Support, Engineering, and Product.
• Collaborate closely with Customer decision makers including IT, Marketing, and Operations to identify and drive key goals both for Olo and the customer.
• Provide effective consultation based on client needs by identifying performance improvement opportunities as well as sharing insights & advice for optimizing platform utilization.

What We'll Expect From You

• Minimum 2+ years relevant work experience in customer success, account management, enterprise sales, or other related fields (Restaurant and/or SaaS experience strongly preferred)
• Excellent project management skills and experience applying internal resources and external partners to accomplish deadlines.
• A curiosity that fuels inquisition, self-learning and ultimately, autonomy
• Experience in Zendesk, Jira, Asana, Looker or Salesforce a plus
• Experience in writing internal documentation and client facing collateral
• Legally able to work in the U.S.

Nice to Have

• Experience in SendGrid or similar email marketing platform
• Experience in Tableau, Looker, or comparable BI Reporting Solution
• Experience working in the Front of House restaurant industry

About Olo

Olo (NYSE: OLO) is a leading restaurant technology provider with ordering, payment, and guest engagement solutions that help brands increase orders, streamline operations, and improve the guest experience. Each day, Olo processes millions of orders on its open SaaS platform, gathering the right data from each touchpoint into a single source—so restaurants can better understand and better serve every guest on every channel, every time. Over 700 restaurant brands trust Olo and its network of more than 400 integration partners to innovate on behalf of the restaurant community, accelerating technology’s positive impact and creating a world where every restaurant guest feels like a regular. Learn more at olo.com.

We’re remote-friendly. Since 2015, we have been evolving our culture to continue to support a more distributed workforce and now over 75% of our team works remotely across the U.S. If you're in the New York City area, you can choose to work remotely or from Olo's headquarters, on the 82nd floor of One World Trade Center.

We offer great benefits, such as 20 days of paid time off, 10 separate sick days, 11 holidays, plus year-end closure, health, dental, and vision coverage for yourself and your family, a 401k match, remote-office stipend, company equity, a generous parental leave plan, volunteer time off, gift matching policy, and more!

Our best estimate of the compensation range for this opportunity is $54,500 - $74,100 annually, depending on the experience you bring and your location. This role is also eligible for incentive compensation. We look forward to discussing your salary expectations and our full total rewards offerings throughout the interview process.

We encourage you to apply!

We value diversity. At Olo, we know a diverse and inclusive team makes our workplace better. Don't meet every single qualification in the job description? Market data shows that women and people of color are less likely to apply to jobs unless they meet every single qualification. We are dedicated to building a diverse, inclusive, and authentic workplace that is free from discrimination and harassment; this allows us to make better decisions and better serve the communities we’re a part of. So if you're excited about this role but your previous experience doesn't align perfectly with every qualification in the job description, we encourage you to apply anyway. You may be just the right candidate for this or other roles.

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. 

California Residents: CCPA notice