What are the responsibilities and job description for the Senior Customer Success Manager position at Sauce?
Sauce is a premier restaurant technology platform that helps businesses grow with our Commission-Free Delivery & Pickup structure and proprietary delivery optimization technology. We are serving a 105 billion dollar US local restaurant business. Headquartered in NYC and Tel-Aviv, Sauce wants restaurants to fulfill their highest potential, this means giving local establishments everything they need to connect directly with their customers. The Sauce team pools together decades of restaurant tech experience, along with seasoned tech, sales, marketing, product and operations executives who produce an industry-changing delivery system for successful local restaurants and chains.
We are looking for a Customer Success Manager (CSM) to help secure the long-term success of our restaurant partners.
You will provide support throughout their entire life cycle from onboarding, to adoption, to retention.
This role is essential to ensuring that our customers have a world-class experience and opportunities to further develop their business.
The Sauce CS team is the heartbeat of our customers. We are a diverse, global team working to help our customers meet their business goals through creative problem-solving, data and deep product knowledge. We’re empathetic relationship builders, curious minds, doers, thinkers, strategizers, and friendly humans. The passion we have for the Sauce mission makes it easy to be obsessed with our customers.
This role is remote and reports to the Director of Customer Success.
What You'll Do
We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.
We are looking for a Customer Success Manager (CSM) to help secure the long-term success of our restaurant partners.
You will provide support throughout their entire life cycle from onboarding, to adoption, to retention.
This role is essential to ensuring that our customers have a world-class experience and opportunities to further develop their business.
The Sauce CS team is the heartbeat of our customers. We are a diverse, global team working to help our customers meet their business goals through creative problem-solving, data and deep product knowledge. We’re empathetic relationship builders, curious minds, doers, thinkers, strategizers, and friendly humans. The passion we have for the Sauce mission makes it easy to be obsessed with our customers.
This role is remote and reports to the Director of Customer Success.
What You'll Do
- Own the book
- Manage a growing set of SMB restaurant accounts—track usage, adoption, health scores, forecast renewals, and hit quarterly NRR targets.
- Identify expansion, upsell, cross-sell, and referral opportunities; partner with Sales to close them.
- Drive adoption & ROI Train operators on Sauce’s platform and best practices, translating “dollars saved” and “orders gained” into clear next steps.
- Run data-driven business reviews (QBRs) and health checks to surface wins and unblock growth.
- Advocate for the customer Gather feedback, diagnose root causes, and route insights to Product & Ops for continuous improvement.
- Serve as an escalation point for time-sensitive issues, coordinating with Support until resolution.
- Work as one team Partner closely with Onboarding to deliver smooth go-lives.
- Share playbooks, metrics, and voice-of-customer trends with Marketing, Sales, and Leadership.
- 3 years managing restaurant or hospitality accounts (SaaS or in-house ops).
- Deep understanding of off-premise ordering, delivery logistics, and restaurant unit economics.
- Comfortable in Salesforce/HubSpot (or similar) and fluent in Excel/Sheets for KPI tracking.
- Data-driven, organized, and proactive—you solve problems before the ticket is opened.
- Clear communicator and active listener who can coach busy operators both in-person and over Zoom.
- Experience collaborating with offshore or distributed teams is a plus.
- Genuine passion for helping local businesses win
- Strong & Competitive Compensation Package
- Company-Sponsored Insurance Package (Health, Dental, Vision, Mental Health)
- Paid Parental Leave
- Flexible Work Environment
- Responsible Paid Time Off Policy
We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.