Customer Success Manager

**About inline**

inline is a software startup focused on maximizing restaurant efficiency managing tables and reservations. We have thousands of restaurants including leading chain brands, Michelin-starred restaurants, shopping malls, and busy brick-and-mortar restaurants. We also partner with food-tech platforms, social apps, and various media services to grow the exposure and business for inline restaurant customers.

Our team is launching and exploring more global opportunities in key cities, including Tokyo, Osaka, Hong Kong, Taiwan, Kuala Lumpur, Vancouver, Melbourne, Sydney, and the cities in the US. For people with solid professional skills and talent, who are highly motivated to expand their careers and learn in a fast, flexible environment, we have several opportunities to build the business with our team and write the legend with inline for the next thousand partners at a rapid pace.

We are currently seeking an aggressive, high-energy, and result-driven Customer Success Manager who thrives on challenges and growth in a fast-moving environment. As a Customer Success Manager at Inline, you will work closely with our restaurant partners, customer support team, revenue operations, product, sales, marketing, and operations teams to optimize restaurant relationships and provide maximum value for both Inline and our clients.

**Key Responsibilities**:

- Excellent communication skills to maintain regular contact with partner restaurants and activate a set of services that drive revenue growth, including TMS, food ordering, key integration partnerships rollout, and other add-ons.
- A proven track record of meeting or exceeding goals for account retention rate, satisfaction, and adoption. You should be able to develop churn indicators, plan and execute rescue strategies, and revamp account care flow.
- The ability to build long-term relationships with the most important clients in their area and be a key influence in their operation business, maximizing their operations, engagement, and satisfaction.
- Experience in developing positive relationships with a portfolio of existing key clients, providing support during initial product implementation, recommendations and advice around best practices, support during new product/feature launches, and helping to resolve product-related issues or concerns.
- Strong analytical and data-driven decision-making skills to understand the performance of initiatives and prioritize those with the highest return on investment effectively.
- The ability to work closely with internal teams, both National, Regional, and Global, to solve problems and ensure that feedback received improves inline product and operations.
- Experience in onboarding restaurants and retraining them as needed to ensure that they are using inline in their daily operations.
- A passion for the inline mission, brand, and product and the ability to act as an ambassador for the company in all interactions.

**Preferred Experience & Personal Traits**:

- [MUST] - Native in English and Fluent in Mandarin
- Minimally 3 years of proven experience in B2B sales, account management, strategy, operations, and startup or related experience
- Preferably knowledge/worked in a SaaS F&B industry
- Get your hands dirty - Be proactive. This role will require fast thinking on your feet and moving swiftly through fire drilling situations. Desire to work with restaurants and build a strategic partnership.
- Problem-solving skills: when you see a problem, you work hard and think out of the box until you fix it
- Outstanding communication and interpersonal skills, with the ability to persuasively communicate recommendations and effectively champion customer needs
- Great collaborator and someone who proactively partners across teams while holding them accountable for business results
- Strong communication skills; ability to distill complex data sets into simple and digestible takeaways for senior leaders and managers
- Plus + Strong Excel and data management skills

Pay: $7,000.00 - $7,500.00 per month

Schedule:

- Monday to Friday

Supplementary Pay:

- Commission

Ability to commute/relocate:

- Sydney, NSW 2000: Reliably commute or willing to relocate with an employer-provided relocation package (required)

**Experience**:

- B2B sales, account management, strategy and operations: 3 years (required)

**Language**:

- English as native and fluent in Mandarin (required)

Work Authorisation:

- Australia (required)

Work Location: In person