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About the Role
This role focuses on the critical first 30-90 days after a restaurant sale, involving understanding the business, completing implementation, proving value, and building a Success Profile to ensure a smooth transition to Customer Success. It requires analyzing performance, identifying opportunities, making clear recommendations, and driving customer action.
Responsibilities
- Build a complete Restaurant Profile covering concept, market, operations, capacity, fulfillment model, technology, diner behavior, and performance potential.
- Understand the Owner Persona, including their values, metrics, skepticism, and communication preferences.
- Drive setup, link insertion, product activation, and behaviors to achieve the first measurable customer outcome within 30 days.
- Compare expected performance to actual performance across various metrics like orders, revenue, traffic, and engagement.
- Diagnose the root causes of performance gaps, considering setup, adoption, discoverability, operations, market conditions, or customer perception.
- Recommend specific actions to improve restaurant results, avoiding generic feature lists.
- Identify implementation issues, adoption gaps, low ROI, churn risk, and expansion opportunities.
- Build a personalized Success Profile documenting goals, KPIs, value proven, risks, growth opportunities, and next steps.
- Transition accounts to Customer Success only when stable, context is complete, initial value is demonstrated, and the next step is clear.
- Maintain strong operating discipline in CRM hygiene, documentation, follow-up, task management, and cross-functional execution.
Requirements
- 3+ years of success in strategic account management, Customer Success, consultative sales, or another customer-facing commercial role.
- A measurable history of improving customer adoption, retention, account health, or expansion.
- Demonstrated Challenger-based selling capability (Teach, Tailor, Take Control).
- Strong discovery and diagnostic skills to move from surface-level issues to root causes and quantified impact.
- Strong data fluency, comfortable comparing expected versus actual performance and translating analysis into customer stories.
- Commercial judgment and confidence working directly with restaurant owners and operators.
- Strong follow-up, CRM hygiene, documentation, and cross-functional execution skills.
- Ability to manage a high-volume portfolio without losing personalization.
- Experience in restaurant technology, SaaS, marketplaces, digital marketing, online ordering, or SMB Customer Success is strongly preferred.
- Comfortable operating within an evolving model and helping to improve the playbook.
- Bilingual (English/Spanish) preferred.
- Must demonstrate work through a Customer Case Exercise, Challenger Role-Play, Portfolio Prioritization, Proof From Experience, and Handoff Judgment.
Skills
- Challenger-based selling
- Discovery
- Diagnostic skills
- Data analysis
- Commercial judgment
- Account management
- Customer Success
- Consultative sales
- CRM hygiene
- Documentation
- Cross-functional execution
- Portfolio management
- Restaurant technology
- SaaS
- Marketplaces
- Digital marketing
- Online ordering
- SMB Customer Success
- Spanish
Experience Level
- 3+ years
About the Company
- BeyondMenu helps 15,000 independent restaurants win with digital hospitality through SEO, online ordering, guest engagement, retention, and revenue-driving tools.
- We are a leading revenue partner for independent restaurants.
- We provide tools built specifically for owner-operators.