Customer Success Manager

**About TableCheck**

TableCheck is a global platform built to help restaurants own their guest experience.
We help merchants reduce their reliance on paid booking channels by directly converting first-time diners into repeat guests⁠—and repeat guests into loyal fans.

Used by over 10,000+ restaurants in 35 countries-including over 300+ Michelin-starred restaurants and top hospitality brands such as Hyatt, Hilton and IHG. TableCheck has set new standards for restaurant management tools in Japan and is steadily growing to take on the challenge to become the world’s leader in restaurant management.

**About the role**

The **Customer Success Manager (CSM)** focuses on growing and ensuring success with our customers across all global regions. It requires interacting with new, existing and potential clients, and building customer loyalty, developing close, long term client relationships.

A critical part of the role is helping existing customers further leverage TableCheck features and ensuring clients have the necessary resources to fully use our product, contributing to product evolution discussions, and product marketing strategies for what story telling would be most effective for TableCheck to drive interest in the platform, thus encouraging continued business.

Reporting directly to VP Customer Success, this role will be customer facing by working closely with the Corporate Global Consulting team, Corporate Product and all Global teams.
Key deliverables from this role includes growing the customer base for new quality customers and improving customer loyalty & engagement for existing customers.

**Duties & Responsibilities**
- Quickly understand how customers perceive our product, where these perceptions may be inaccurate or incomplete, and develop a plan to intentionally improve perceptions over time.
- Quickly construct and maintain mental models of the key product attributes and features that are related to our customer’s business and success.
- Ascertain product gaps or weaknesses, how these impact our customers, develop a prioritization model as to which are more important and why, be able to summarize and communicate this effectively internally in order to provide transparency and alignment.
- Identify key regional stakeholders within large groups, take efforts to engage them with relevant overview of our existing relationship, align on ways of working moving forward in order to achieve objectives which provide mutual benefit.
- Develop deep and collaborative partnerships with market sales and customer support teams.
- Conduct calls with strategic customers to solicit honest feedback from customers as to potential gaps that we can fill in the future, involving the relevant teammates on our side, setting the stage before, during, and after the call to ensure no one feels threatened and we emerge with a confident recovery strategy where appropriate.
- Identify those customers who may be able to participate in case studies, construct an effective case study narrative, partner with internal marketing teams to create and publish.
- Monitor contract renewal dates and persuade clients to successfully renew.
- Create Quarterly Business Reviews (QBRs) both for customers and internal stakeholders to provide strategic updates on key projects, initiatives and metrics that matter.

**Key performance indicators**
- Growth of outlets within assigned Major accounts(Mainly you will be assigned several major international hotel clients across the regions)
- NPS score improvements of regional stakeholders

**Qualifications**

MANDATORY EXPERIENCE
- 7+ years of experience in Customer Success, Account Management, or Sales roles with proven above mandatory skills in IT SaaS industry
- Proven track record of managing strategic client relationships, driving revenue growth, and successfully leading complex projects
- Strong communication, presentation, and interpersonal skills with the ability to engage stakeholders at all levels, including executive leadership
- Project management experience with the ability to manage multiple client initiatives simultaneously and ensure on-time delivery
- Strategic and analytical thinking skills, with a hands-on approach to solving client challenges and identifying growth opportunities.
- Proficiency in CRM systems (e.g., Salesforce) and Microsoft Office tools (Excel, PowerPoint)
- Ability to work cross-functionally with Product, Operations, Support, and Finance teams to ensure a seamless client experience
- High attention to detail and organizational skills to manage daily communications, billing tracking, and support reporting
- A strong passion for technology, customer success, and driving client outcomes
- Availability to travel as needed to support client meetings, rollouts, and project implementations
- ** Presentation skills**: proficient in PPT, business writing, and storytelling.
- **Data analysis skills**: familiarity with different chart types, Pivot tables etc.
- **Customer Re