COMPEAT Customer Success Manager Salary in the United States

Compeat is looking to grow our team of Customer Success Managers (CSMs). The CSM is viewed as the primary account leader and single point of contact for all assigned accounts, representing the organization to our customers, and the customers to our organization. These individuals are responsible for identifying where the needs of both groups intersect and working to maximize the relationship for both sides, for the ultimate benefit and success of the company and our customers.   

 
What You’ll Do: 

• Work with the team to retain customers and ensure that they are getting value out of our products and services and are able to execute on the basics
• Own customers’ key issues from identification to resolution, ensuring they feel the value of our customer-centric support model
• Utilize the Customer Health Dashboard to proactively generate partnership and engagement campaigns, increasing customer satisfaction and product adoption
• Utilize the Customer Health Dashboard to identify “Critical Health” customers and enact “Critical Health” playbook to ensure these customers are getting the attention and support they need
• Drive a positive Net ARR for all owned accounts
• Work cross functionally with paired territory Account Executive to identify and hand off any potential leads
• Generate and conduct Restaurant Operational Assessments (ROAs) biannually to offer our customers a consultative approach to driving growth for the customer and create lifetime loyalty.  
• Establish and maintain relationships with all key customer contacts where a strategic business relationship build makes sense
• Identify save opportunities for accounts that are in the red or are on the verge of being at risk and implement the save program
• Work cross functionally with Marketing to engage on product updates, usage and best practice campaigns to improve customer engagement. 
• Participate in a feedback loop to Product, Finance, T&I and Support to deliver communication from customers
• Follow up directly with owned accounts on NPS scores for both promotors and detractors
• Maintain thorough knowledge of customer's business, monitor and communicate meaningful changes such as a change in executives, decision-makers or champions, or changes to the customer's business (ex. Acquisitions, business expansion, closures, etc.) 
• Recommend revenue share partners to customers when natural

What You’ll Need to Have:

• Empathetic, positive attitude with a desire to help customers reach their goals
• Ability to conduct root cause analysis and develop action plans for impacted customers
• Has advanced product knowledge and the desire to always keep learning
• Analytical – uses data to make strategic decisions
• Highly detail-oriented  
• Curious and demonstrates thought-leadership  
• A master of communication - executive, written, verbal, presentation 
• Intuitive, self-directed and takes action 
• Adaptable to changing environments and processes  
• Strong organizational skills and the ability to communicate with senior-level executives  
• Sales and strategic customer management acumen, consultative in management approach 
• The ability to work with, and bridge, technical and business people, and are a creative problem-solver 
• 3+ years of experience in a customer facing role: Customer Support, Training & Implementation, Sales, Marketing, CSM or Project Management
• 5-7+ years of restaurant experience; management preferred
• Advanced knowledge of Salesforce, Jira, OneDrive, Confluence, Excel, and Trello

Your Team: 

This person will report directly to the Director, Customer Experience & Success. 

Who are we?

Compeat Restaurant Management Systems was founded in 2000 and is headquartered in Austin, Texas. Over the last 19 years we have installed restaurant management software for hundreds of customers in thousands of restaurant locations across the US and Canada. Compeat software is running in every type of restaurant ranging in size from high volume independents to large chain operators. Compeat is the industry leading provider of end-to-end software solutions including accounting, inventory management, business intelligence, and mobile apps.

Compeat Hiring Practices:

We value diversity at our company.  All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin or any other applicable legally protected characteristics in the location where the candidate is applying. 

Compeat doesn't accept unsolicited agency resumes and won't pay fees to any third-party agency or firm that doesn't have a signed agreement with Compeat.