Note: The job is a remote job and is open to candidates in USA. Slang AI provides conversational AI solutions designed to transform customer engagement in the restaurant industry. The Customer Success Manager will own the customer journey for independent restaurants and small groups, driving adoption, retention, renewals, and expansion while partnering with Sales, Support, and Product. The role will also help develop scalable digital customer success programs and use AI tools to improve account management workflows.
Responsibilities
- Retention and renewal ownership. You own renewal outcomes across your book, spot risk early through usage and sentiment signals rather than after the fact, and run a documented save motion when an account wobbles
- Adoption that sticks. You drive real usage of core features, not just go-live. You tie adoption to the operator's own metrics (missed calls, cover counts, staff hours) and you re-engage accounts whose usage curve flattens
- Expansion and NRR contribution. You surface additional-location and additional-use-case opportunities, qualify them, and partner with Sales to close. You carry a share of the team's NRR goal
- Business reviews that change behavior. You run crisp, data-grounded reviews with GMs and owners that reframe the conversation from "is this working" to "here's what we do next."
- Product fluency and technical confidence. You can explain how Slang is configured, diagnose why a call flow is misfiring, and walk a non-technical operator through a fix without making them feel stupid
- Voice of the customer. You escalate patterns, not one-offs. You give Product and Support usable signal and you close the loop back to the customer when something ships
Skills
- 3+ years in customer success, account management, or another client-facing role owning retention and growth outcomes
- Background in restaurants, hospitality tech, or adjacent operator-facing SaaS
- You understand how a restaurant actually makes money and can connect product usage to covers, labor, and guest experience
- Comfortable with GMs, owners, and hourly staff alike
- You actively use AI tools in your daily work. Drafting, research, data summarization, prep and can speak credibly about AI to skeptical operators
- Clear, concise, and warm in writing especially
- You can defuse a frustrated email and make a complicated fix sound simple
- You run your book with discipline
- You know which of the forty things matters today and can explain why
- You're steady in ambiguity, open to feedback, and comfortable when the process you're following is one you're also helping write
- SMB or high-volume book experience is strongly preferred
- Familiarity with phone systems, POS, or reservation platforms (OpenTable, Resy, SevenRooms, Toast)
- Experience building or refining scaled/digital CS programs
Benefits
- Work primarily remote with occasional travel to headquarters and company offsites
- Equity: Included in offer package
- Comprehensive benefits including health, dental, and vision insurance
- Professional development opportunities to enhance your skills and career trajectory
- We invest in training, give feedback often, and talk about career direction before you have to ask
- Depending on where you want to go, the paths from this seat include senior IC work on strategic and multi-unit accounts, team leadership, or a move into onboarding, support strategy, or product operations
Company Overview