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GRUBBRR® · 9 hours ago

Client Success Manager

Boca Raton, FL

Full-time

Onsite

Mid Level

3+ years exp

Grubbrr is a leader in self-ordering and guest-engagement technology, transforming how customers interact with businesses across restaurants and hospitality. The Client Success Manager will serve as the primary post-implementation relationship owner for assigned customers, driving adoption, retention, satisfaction, and long-term value while acting as a trusted advisor to stakeholders.

ComputerRestaurantsSoftware

Responsibilities

Develop strong, long-lasting relationships with key business and technical stakeholders within customer organizations

Become an expert on each customer’s Grubbrr implementation, business objectives, and success criteria

Help customers achieve their financial and technical goals through proactive guidance, recommendations, and best practices

Attain trusted advisor status with customer decision-makers at multiple levels, including executive leadership

Identify opportunities for customers to better leverage Grubbrr’s platform capabilities based on their business needs

Demo existing but unused Grubbrr features and functionality to increase adoption and value realization

Advocate for innovation and early adoption of new capabilities through customized release reviews and roadmap discussions

Monitor customer adoption, utilization trends, and success plan performance

Identify renewal or retention risks and collaborate with internal teams to mitigate them

Partner with Sales and leadership on renewal and expansion opportunities, while remaining primarily accountable for customer success and satisfaction

Act as the customer advocate during high-severity issues, participating in triage and resolution to drive reliability and satisfaction

Proactively communicate service degradations, disruptions, or upcoming technology changes and advise customers on mitigation strategies

Provide clear, timely executive-level status updates to both customers and internal stakeholders

Serve as the primary liaison among customers and Grubbrr’s Product, Technology, and Technical Support teams

Contribute customer insights, use cases, and feedback to inform product development and prioritization

Collaborate internally by sharing best practices, contributing to team initiatives, and acting as a subject matter expert for specific customer use cases or workflows

Support Quarterly Success Reviews and ongoing success planning

Help define success metrics and continuously refine customer management processes

Actively practice and promote Grubbrr’s Core Values in all customer and internal interactions

Qualification

Customer SuccessEnterprise SoftwareTechnology ConsultingTechnical CommunicationSoftware Development UnderstandingSecond Language ProficiencyOrganizational Skills