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Senior Manager, Customer Success

4 months ago

Remote, Oregon, United States Wonders Full time

About Wonders

Here at Wonders we build products that empower small brick and mortar restaurants by liberating them of the operational burden of running their business. We accomplish this by providing a frictionless connection between them and their customers through our multi-product ecosystem offering AI-enabled order taking, delivery enablement, payment solutions, and point-of-sale software. At Wonders, we use a combination of bits (technology) and atoms (people) to solve real world problems facing small business owners.

We obsess over placing our customers first and working backwards from there. When our customers succeed, we succeed. The restaurant industry in the US is over a $1 trillion total addressable market (TAM), but remains relatively underserved by technology. Large chains are able to afford expensive tech that gives them a huge advantage; we believe that small restaurant owners deserve access to the same technologies at an affordable price.

Wonders has been profitable for nearly a decade and seen 5x revenue growth in the last three years. As of our last fundraising round in mid-2022, we were valued at $450M and have since seen substantial growth across customer acquisition, product development and company headcount. Thousands of loyal restaurants have entrusted Wonders with their success, and together we have supported nearly 20 million customers. We are proud to be named one of Built In's top companies to work for in 2023.

To learn more about our culture, values and how you can be a part of helping mom & pop restaurants thrive, please visit us here Helping Independent Restaurants Thrive.

About the Team

We are building out a world-class Customer Success organization (we call Client Success) at Wonders to ensure our restaurant clients receive maximum value from our platform while delivering a great client experience.

The Sr. Manager, Customer Success will lead a team (and eventually multiple teams) of Client Success Managers (CSM) to drive portfolio client retention and measurable growth. Be the voice of the customers internally by driving continuous feedback to Wonders teams in order to improve our product and services. The role will help shape, define and build how we deliver client success to our customer base. Together with the GTM leadership team, you'll work together to achieve our ambitious revenue goals and accelerate the company's growth by developing strategies to ensure the success and satisfaction of our valued clients.

What We're Looking For

  • You are a results-driven professional balancing a servant leadership approach with a committed focus on the over-delivery of monthly revenue targets
  • You have a history of delivering strong client retention, solid upselling results, and a focus on providing referrals to the sales organization
  • You have a do-what-it-takes attitude working the hours necessary to deliver on aggressive but reasonably stretched targets
  • You must possess a lead-from-the-front attitude, be willing to get in the trenches, learn the business at the core level, and get on the phones with your CSMs and clients as necessary
  • You are a strong leader who can inspire, build, and develop a high-performing team
  • You are experienced in building internal alignment, and cross-functional relationships and successfully influencing others to accomplish shared goals
  • You can translate technically detailed processes and integrations into layman's terms with clients who are not tech-savvy
  • You are data-driven and able to structure and process qualitative or quantitative data and draw insightful conclusions from it.
  • You are willing to have challenging conversations when necessary, holding team members accountable for delivering for their clients and our organization
  • You are personable and enjoy working in a client-facing environment
  • You are patient, and empathetic, and have excellent verbal and written communication skills
  • You are organized, detail-oriented, and able to manage multiple projects and tasks
  • You possess the ability to take initiative, and ruthless time management and prioritization skills
  • You are curious in nature, learn fast, and are not afraid to roll up your sleeves with the team to solve a problem
  • You are self-motivated, diligent, and can inspire a team to do the same

What You'll Accomplish

  • You and your team members will consistently exceed targets related to customer retention, upselling/cross-selling, NPS, CSAT, and number of referrals
  • You will hire, enable, develop, and retain CSMs and CS leadership talent while supporting their success and fostering a results-driven culture of collaboration, accountability, and transparency
  • You will reate training documents and administer training to up-skill the team
  • You will serve as the primary escalation point for customers regarding issues, coordinating across all internal teams to ensure issue resolution is completed in a timely manner
  • You will work collaboratively across Client Success and Operations teams to identify repeatable strategies and playbooks to drive client engagement, product adoption, value realization, and client loyalty
  • You will work with the Product Team to provide market feedback and translate it into products and features
  • You will innovate on modern solutions - use data to guide customer engagement and serve clients at scale across their lifecycle

Year One Deliverables

  • You will build a high-functioning team of CSMs and Team Leads/Managers by hiring, training, upskilling, mentoring, and developing the team
  • You will co-build CSM client strategy with team leaders to repeatable tactics for handling client communication and reduce attrition activities by 10%
  • You will be able to point to 3 product features and say you (and your team) have contributed to its creation or optimization.
  • By the end of year 2, success looks like going on a 2-week vacation with minimum impact on the customer success function

About You

  • You are fluent in English and Mandarin
  • You have 3+ years of team management experience
  • You have 3-5 years of experience as an individual contributor CSM or similar client-facing role with a high-growth B2B business
  • You have experience using Salesforce and CSM tools

Bonus points

  • You are experienced in scaling teams from the ground up
  • You have prior experience in a B2B technology company working closely with SMBs with below $1M annual revenue
  • You are experienced in the restaurant technology service industry

If you do not meet all the requirements listed above which candidates rarely do, don't worry. We still encourage you to apply

Wonders is committed to hiring the best team to empower small businesses to thrive. We believe that a diverse workforce is paramount to our success. We welcome talent from all backgrounds - including but not limited to - race, sexual orientation, gender identity, age, nationality, religion, veteran status, political affiliation, and disability.

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