Customer Success Manager

About the role

You will manage client relationships for TabSquare, a Delivery Hero company, focusing on maximizing the value restaurants gain from our AI-driven dining technology. This role involves acting as the central point of contact for account health, retention, and product adoption while coordinating with internal departments to solve client challenges.

Key facts

What you'll do

• Act as the primary liaison for your assigned client portfolio to ensure they achieve their goals using our tools.
• Build and nurture relationships with key stakeholders to understand their specific business needs.
• Encourage product adoption by sharing best practices and offering proactive guidance.
• Track usage data to spot trends, growth opportunities, and areas for improvement.
• Partner with sales, product, and global tech support teams to resolve issues and implement long-term fixes.
• Lead business reviews to evaluate customer health and plan for renewals and account expansion.
• Represent the voice of the customer internally to help shape future product updates.
• Work with commercial teams to execute retention plans that reduce churn and increase lifetime value.
• Keep current on F&B industry developments, competitor activity, and new technologies.

Requirements

• Minimum 2+ years of professional experience in account management, customer success, project management, or service-oriented roles.
• Strong communication and interpersonal skills with the ability to influence stakeholders at all levels.
• Proven ability to manage multiple accounts simultaneously through effective project management.
• Ability to analyze data and translate findings into actionable advice for clients.
• Customer-first mindset when handling inquiries and advocating for client needs.
• Willingness to travel as required to meet with customers and fulfill business obligations.

Nice to have

• Bachelor degree in Hospitality, Business, Marketing, Technology, or a related field.
• Technical familiarity with middleware, Point-of-sale systems, and APIs.

Skills & tools

• AI-powered ordering and engagement software
• Data analysis and reporting
• Stakeholder management
• Project management
• API and POS integration knowledge

Practical notes

TabSquare is part of the Delivery Hero Group, which operates in over 70 countries and is listed on the Frankfurt Stock Exchange. You will be contributing to a platform that supports thousands of restaurants across 10+ APAC markets.