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About the Role

The Customer Success Manager (CSM) at MarketMan is responsible for a portfolio of restaurant and hospitality customers, ensuring their success with the MarketMan platform. The CSM acts as the primary point of contact post-onboarding, driving product adoption, building relationships, managing contract renewals, and protecting retention by proactively addressing risks. They help customers achieve tangible value and identify expansion opportunities, while also serving as the customer's internal advocate.

Responsibilities

Partner with the Onboarding team for smooth account transitions post-implementation.
Build and maintain strong, trust-based relationships with customers.
Encourage and facilitate adoption of MarketMan features and workflows.
Monitor customer health, act on churn risk, and execute save plans to protect renewals.
Own the end-to-end renewal process, including forecasting, negotiation, and administration.
Identify expansion opportunities (additional sites, modules, integrations) and flag them to the Expansion team.
Help customers connect platform usage to business outcomes and articulate this value.
Gather and analyze customer feedback, advocating for customer needs internally.
Track and report on customer success metrics for the portfolio.
Complete additional tasks supporting the Customer Success organization as directed.

Requirements

1–3 years as a Customer Success Manager in a SaaS environment.
Hands-on experience owning a customer portfolio, including renewals and retention.
Excellent verbal and written communication skills.
Ability to manage expectations and hold structured, outcome-focused conversations.
Proactive, analytical approach to identifying and resolving customer issues.
Ability to quickly learn new software and guide customers through product workflows.
Customer-centric mindset with a desire to help hospitality operators succeed.
Ability to work collaboratively with cross-functional teams.
Familiarity with CRM and Customer Success platforms (e.g., Salesforce, HubSpot, Gainsight).
Fluent English (mandatory).
Professional fluency in at least one additional European language (e.g., Spanish, French, German, or Italian).
Experience in the hospitality, restaurant, or inventory management space is a bonus.
Strong understanding of challenges faced by hospitality operators is a bonus.

Skills

Customer Success Management
SaaS
Portfolio Management
Renewals
Retention
Relationship Building
Product Adoption
Risk Management
Contract Negotiation
Salesforce
HubSpot
Gainsight
English Fluency
European Language Fluency

Location

Remote

Work Type

Full-time

Experience Level

1-3 years

Salary/Compensations

€52,000 - €62,000 base
€62,000 - €72,000 OTE

About the Company

MarketMan is a platform for restaurant and hospitality businesses focused on food cost control and streamlined back-of-house operations.

Equal Opportunity

Meal Ticket is committed to bringing together humans from different backgrounds and perspectives, providing employees with a safe and welcoming work environment free of discrimination and harassment.
We strive to create a diverse & inclusive environment where everyone can thrive, feel a sense of belonging, and do impactful work together.
As an equal opportunity employer, we prohibit any unlawful discrimination against a job applicant on the basis of their race, color, religion, gender, gender identity, gender expression, sexual orientation, national origin, family or parental status, disability, age, veteran status, or any other status protected by the laws or regulations in the locations where we operate.
We respect the laws enforced by the EEOC and are dedicated to going above and beyond in fostering diversity across our workplace.
Applicants with disabilities may be entitled to reasonable accommodation under the terms of the Americans with Disabilities Act and certain state or local laws.
Please inform our HR Team (HR@mealticket.com) if you need any assistance completing any forms or to otherwise participate in our application or interview process.