[Hiring] Customer Success Manager @Somewhere

Role Description

We are hiring a Customer Success Manager to own the customer relationship from the moment a contract is signed: onboarding, launch, training, and every conversation that comes after.

This is a high-ownership seat on a growing team. You are the person our clients know: the one who takes a brand from signed contract to a dietary menu live in every location, and then stays with them as their menu evolves.

Onboarding is the first half of the job:

• Take the handoff from sales and run the launch end-to-end.
• Pull menu, recipe, and ingredient data out of the client's systems.
• Work alongside our dietitians as every item moves through verification.
• Resolve data questions that come up along the way.
• Ensure the dietary menu goes live where guests will use it: in venue, on the client's website, and in their ordering channels.
• Run remote training for restaurant managers and staff.

The second half is everything after go-live:

• Be the person the client calls for changes.
• Ensure changes on their end become verified changes on ours.

The Bar This Job Is Held To:

• With allergens, 90% correct is 100% wrong.
• Detail orientation matters more than pure sales polish or presence.

The other thing this role owns is growth:

• Pull and send reporting that shows an operator what their dietary menu is doing.
• Maintain a real check-in cadence.
• Find openings to expand an account into our nutrition and ordering integration offerings.

What You Will Do:

• Own onboarding from the sales handoff through go-live.
• Work alongside our registered dietitians to move menu, recipe, and ingredient data through verification.
• Get the dietary menu live where guests will use it.
• Run remote training for restaurant managers and staff.
• Be the named contact for every menu change, LTO launch, recipe reformulation, seasonal rollout, and new location opening.
• Build and send regular reporting on usage, guest engagement, and menu coverage.
• Run a consistent check-in cadence across your accounts.
• Catch problems early: stale menu data, low adoption at a location, or a champion who left.
• Open and carry conversations about our nutrition and ordering integration offerings.
• Turn strong accounts into references, case studies, and introductions.
• Build the playbooks for onboarding, training, and account reviews.

Qualifications

• 2 to 5+ years in customer success, account management, implementation, restaurant operations, or another client-facing B2B SaaS role.
• Real Detail Orientation: Noticing when two spellings of the same ingredient are not the same ingredient.
• Fluent, Confident English (Written and Spoken): Ability to run a training session and a call with a VP of Operations seamlessly.
• US Business Hours Availability: Full overlap with US Central and Eastern business hours.
• Organization & Autonomy: Ability to run several multi-location onboardings at once without dropping a thread.
• Software Comfort: Strong proficiency in spreadsheets, CRMs (HubSpot in particular), and speed picking up new software.
• Home Office Setup: Dedicated, quiet space for video calls with high-speed internet and a clear headset.

Nice to Have

• Direct restaurant, hospitality, or food-service experience (in operations or selling/supporting software into the industry).
• Familiarity with back-of-house systems like CrunchTime, Restaurant365, MarginEdge, Craftable, or Meez.
• Experience supporting US-based accounts remotely from Latin America or South Africa.
• Exposure to allergen compliance, food safety, or nutrition data.
• Experience at an early-stage company where processes were built from scratch.