We're a rapidly growing, hospitality-tech start-up.

We currently have over 700 venues using our online ordering app and web ordering technology in Australia and New Zealand. We have big plans to grow, and this means continued expansion in the Australian, New Zealand, and US markets!

We're looking for an ambitious, experienced and motivated Customer Success Manager to join our team. You'll be at the heart of guiding our customers from their initial engagement to becoming proficient and satisfied users of our product. Your mission is to ensure that customers not only go live promptly but also continue to derive maximum value from our offerings. This role involves proactive communication, personalised training, and ongoing support to foster strong, enduring relationships.

Key Responsibilities:

• Onboarding Excellence: Lead new customers through a seamless onboarding process, ensuring they understand and can effectively utilise all aspects of the product.

• Continuous Engagement: Maintain regular, proactive contact with customers to monitor their progress, address any challenges, and provide solutions that enhance their experience.

• Value Maximisation: Identify opportunities to help customers leverage additional features and functionalities that align with their goals, driving deeper product adoption.

• Retention and Growth: Implement strategies to reduce churn by understanding customer needs and delivering tailored solutions. Collaborate with sales and marketing teams to identify upsell or cross-sell opportunities.

• Feedback Loop: Act as the voice of the customer within the company, providing insights to product and development teams to inform future enhancements.

Key Performance Indicators (KPIs):

• Customer Onboarding Time: Measure the average time taken to bring new customers to a fully operational status.

• Product Adoption Rate: Track the extent to which customers are utilising the product's features and functionalities.

• Customer Satisfaction Score (CSAT): Gauge customer satisfaction through regular surveys and feedback mechanisms.

• Net Promoter Score (NPS): Assess the likelihood of customers recommending our product to others.

• Churn Rate: Monitor and manage the percentage of customers who discontinue their subscription or engagement over a specific period. This role is directly responsible for identifying at-risk accounts and implementing measures to retain them.

By excelling in these areas, you'll play a pivotal role in ensuring our customers achieve their desired outcomes, leading to sustained satisfaction and loyalty.

Other Details:

• Hardware: Bite will provide a recent model MacBook for work purposes.

• Work Environment: This role is remote, you will need to have a suitable workspace, including an office chair, desk and strong internet connection.

• Travel: Occasional travel may be required for team collaboration sessions, with expenses covered by Bite.

If you're passionate about building intuitive and scalable products in the hospitality-tech space, we'd love to hear from you!