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US Customer Success Lead

2 months ago

Little Ferry, United States Flipdish Full time

US Customer Success Lead (East Coast - Remote) At Flipdish, we’re turning the tables in favour of independent restaurant and takeaway owners by providing them with the tools they need to make their lives easier. We provide our customers with a suite of powerful, but straightforward tech along with (real human) support, so they can thrive on their own terms. Everything we do is designed to make running a restaurant satisfyingly simple, in a world that’s anything but. About this role… Flipdish is seeking someone to lead our Customer Success team in North America. You will join us in an incredibly exciting phase of transition and growth, we now require a player-coach to lead a small team Customer Success Associates and work directly with our clients in North America. The successful candidate for this role will be looking for an exciting new challenge by implementing strategies to engage and grow hundreds of restaurant customers in the US and Canada. You should have a passion for building customer relationships, designing new processes, and driving commercial performance aligned to the company’s goals. In this job, you’ll… Manage hundreds of of restaurant customers in the US and Canada, helping them engage with and derive value from Flipdish products Strategically lead, inspire and motivate a team of 1-2 Customer Success teammates of various levels of seniority and experience. Carry a monthly target for upsells and GMV growth Work closely with the Activations team to make sure new accounts are onboarded correctly and grow their orders quickly and efficiently Manage the performance of your individual contributors, ensuring they exceed their revenue and growth targets every month. Work closely with peer managers and commercial leadership to increase revenue, optimization levels and reduce churn across Expand the revenue potential in accounts through feature optimization, effective case management, and the introduction of new and partner products Provide regular, clear and concise presentations and communication to the commercial leadership team documenting areas for process improvement, KPIs, key business wins, and growth opportunities as well as challenges and areas for improvement. Collaborate with Product Marketing and Sales Enablement to run outbound campaigns to generate new opportunities for upsells and product engagement within the Customer Success Pool. Work with analytical tools to identify trends across key performance metrics and use data to understand where there are opportunities to create value and grow GMV in the Pool. Partner with other leaders within Flipdish to share ideas and customer feedback to create a world class customer experience for Flipdish clients. We’re looking for… An existing track record in positively influencing revenue growth and retention - a commercial mindset will be critical. Someone analytical with the ability to use data to drive decision-making (deep Salesforce knowledge is a plus). Someone highly organised with strong upward/downward communication - leading team meetings, goal-setting for ICs, and holding individuals accountable will be nothing new to you A strategic thinker with the ability to see the “bigger picture” and plan for current and future needs. A background in selling or working in the hospitality industry - having empathy for our customers’ pain points and understanding their business needs. People take note of your direction and you are not afraid to voice an opinion that you feel would benefit your team and/or Flipdish. Determined to thrive in a dynamic fast-paced, SaaS environment while working through challenging problems and difficult customer conversations. Passionate about the product range that Flipdish offers and the benefits this will bring our customers. A high-energy, determined leader that works on their own initiative to drive consistent results in the team. Someone willing to put in time “off the field” to increase their skillset, improve the performance of their team and go above and beyond for our customers. Demonstrable experience in looking after a large book of business, likely in a Customer Success or Sales role Proven track record in minimizing customer churn. What you get We’re a growing startup and we understand that amazing incentives will attract amazing talent. As well as the perks, we provide unparalleled opportunities for career growth. If you’re smart, ambitious, and hard-working, we’ll do whatever it takes to make you a Flipdisher About Flipdish We’re Flipdish, an Irish unicorn (valued at over $1bn), serving independent restaurants in a world transformed by tech. No matter how fast Flipdish has grown, we’ve evolved around our customers and their needs. We’re not just an end-to-end ecosystem of technology, but a team committed to supporting people in the food industry. We go to great lengths to understand our customers (check out our C-suite on work experience ). We’re food industry natives. We’ve worked in busy kitchens and run busy restaurant franchises. We don’t just help our customers deal with real life problems, we give them a way of competing with the big chains, growing on their own terms, and falling back in love with what they do. Our culture At this point, you might expect the usual spiel about how great a place Flipdish is to work at and how great our work culture is (and it is ). But, this all depends on our employees. And that’s because we trust our employees to define what sort of an employer Flipdish is. Transparency is hugely important to us. We listen to one another. We collaborate. And we give everyone a way to grow their careers through a supportive environment. We’re a company that values diversity, inclusion, and wellbeing as standard. We believe in balance, not burnout. And all permanent employees qualify for our share scheme because we share our success. We certainly encourage flexibility where possible and combine this with beautiful offices in bustling cities like London, Dublin & Karachi. We’re focused on getting the most out of our time together, output and team energy is at the heart of our hub based philosophy - not an attendance ticking exercise So, if you want to join a genuinely friendly team, take a look at our current openings and get in touch. And if you don’t see an opening just yet, do get in touch and register your interest with us anyway. We’ll be in touch as soon as something suitable opens up. Don’t be shy. Apply. We know that imposter syndrome can be a thing. Don’t let it be. We want enthusiastic people from all backgrounds. If you feel like you’re up for working with us, get in touch. We also understand neurodivergent candidates might need assistance. That’s not a problem in the slightest. Just reach out to us, we’d love to hear from you.

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