[Hiring] Customer Success Manager @DB3 Mobile

Role Description

The Customer Success Manager owns a portfolio of MarketMan customers who come to us through a key integration partner. These customers run their operations across both platforms, so success depends on the two systems working together as one workflow rather than two separate tools.

Your focus is adoption, engagement and retention. You are the customer's primary point of contact after onboarding, responsible for making sure they realize measurable value from MarketMan: tighter food cost control, less waste, and a back of house that runs on accurate data. You will become the internal expert on how our partner's platform and ours work together, and you will be the person who spots when an account is drifting before it becomes a renewal problem.

You will report to the Manager of Customer Success and work closely with Onboarding, Support, Partnerships, Expansion and Product. Commercial ownership of contracts, pricing and billing sits outside this role.

What you will do

• Partner Portfolio Ownership: Own a dedicated book of customers acquired through or integrated with a key partner platform, acting as their main point of contact and advocate across both products.
• Driving Adoption: Get customers using MarketMan properly and consistently, with particular focus on the workflows that span both systems. Depth of use, not just activation.
• Integration Fluency: Become the go-to expert on how the partner integration behaves day to day: what syncs, what does not, where customers commonly get stuck, and how to get them unstuck quickly.
• Health and Risk Management: Monitor health scores, usage and engagement signals across your book. Act early on declining adoption and surface at-risk accounts to the commercial owner with enough context and lead time to act on.
• Value Realization: Connect platform usage to business outcomes the operator actually cares about (food cost percentage, waste, stock accuracy, time saved) and make that visible in reviews and check-ins.
• Business Reviews: Run regular reviews that show customers where they are winning, where they are leaking value, and what to do about it next quarter.
• Partner Collaboration: Work alongside the partner’s own success and support teams to resolve shared customer issues, align on joint accounts, and make the combined experience feel like one product, not two vendors.
• Feedback and Product Advocacy: Gather customer and integration feedback, and make sure the realities of the joint workflow reach our Product and Partnerships teams.
• Reporting: Track and report on adoption, engagement, health and retention across your portfolio, contributing to team-level retention goals.
• Additional Tasks: Complete projects or additional work supporting the Customer Success organisation as directed by leadership.

Qualifications

• Experience: 1–3 years as a Customer Success Manager in a SaaS environment, with hands-on experience owning a customer portfolio and accountability for adoption and retention.
• Technical Aptitude: Comfortable with integrated software environments. You can understand how two systems exchange data, explain it plainly to a non-technical user, and work out where a problem actually sits.
• Problem-Solving: A proactive, analytical approach to spotting and resolving issues before customers escalate them, particularly where the cause sits between two platforms.
• Communication Skills: Excellent verbal and written communication, with the ability to hold structured, outcome-focused conversations with operators and with partner counterparts.
• Data Confidence: Able to read usage and performance data, interpret what it means for a specific business, and turn it into a clear recommendation.
• Empathy: A customer-centric mindset and a genuine interest in helping hospitality operators succeed in a demanding, time-poor environment.
• Team Player: Able to work collaboratively across Onboarding, Support, Partnerships, Expansion and Product, and with external partner teams.
• Tools: Familiarity with CRM and Customer Success platforms (e.g. Salesforce, HubSpot, Gainsight).
• Bonus: Experience in the hospitality, restaurant or inventory management space, experience working with or alongside a technology partner or channel, or a strong understanding of the challenges faced by operators in these industries.

Requirements

• Please note: you must reside in one of the following states to qualify for this role - AZ, CT, FL, GA, ID, IN, KS, MI, MO, NC, NH, OH, PA, SC, TN, TX, VA.

Equal Employment Opportunity

Meal Ticket is an equal opportunity employer. We make employment decisions without regard to race, color, creed, sex, pregnancy, sexual orientation, gender identity or expression, national origin, ancestry, age, physical or mental disability, genetic information, marital or familial status, military or veteran status, or any other characteristic protected by federal, state or local law. We consider qualified applicants with arrest or conviction records in accordance with applicable fair change laws. We provide reasonable accommodations to qualified applicants with disabilities and for pregnancy, childbirth, related conditions, and sincerely held religious beliefs.