Customer Success Manager

1 week ago

Austral, New South Wales, Australia Sadie Full time $80,000 - $120,000 per year

Description
About Sadie
Sadie is transforming how restaurants engage with their customers using AI-powered voice technology. Our intelligent voice agent, Sadie, answers phone calls 24/7 to take bookings, manage reservations, answer FAQs, promote specials, and drive upsells—all without putting pressure on front-of-house staff. Sadie integrates with the world's leading booking engines and POS systems to deliver a seamless guest experience and operational efficiency.

We're live in over 1,000 restaurants across Canada, the US, UK, Germany, and Australia—and we're just getting started.

About The Role
We're looking for a proactive and relationship-driven
Customer Success Manager
to join our growing team. In this role, you'll be the trusted partner to our restaurant clients—helping them get the most out of Sadie, ensuring their success, and driving long-term satisfaction and retention. You'll play a key role in onboarding new accounts, supporting daily operations, and identifying opportunities to deliver additional value.

If you're passionate about hospitality, technology, and helping customers thrive, this role is for you.

What You'll Do

  • Serve as the main point of contact for restaurant partners, building strong relationships and understanding their business needs.
  • Lead onboarding and training for new customers, ensuring a smooth and successful launch.
  • Provide ongoing support and best practices to help customers maximize value from Sadie.
  • Monitor account health, track usage and engagement metrics, and proactively address issues or opportunities.
  • Partner with Sales, Product, and Support teams to ensure a seamless customer experience across the lifecycle.
  • Identify and drive upsell opportunities that enhance customer outcomes and support growth goals.
  • Collect customer feedback and share insights with internal teams to help shape future product improvements.
  • Manage renewals and retention by consistently demonstrating Sadie's impact and ROI.

What You Bring

  • 3+ years of experience in Customer Success, Account Management, or a client-facing role, ideally within SaaS or hospitality tech.
  • Strong communication, relationship-building, and problem-solving skills.
  • A customer-first mindset with a genuine passion for helping others succeed.
  • Ability to manage multiple accounts and priorities in a fast-paced environment.
  • Comfortable using CRM tools, analytics dashboards, and customer communication platforms.
  • Collaborative approach and eagerness to work cross-functionally with Product, Sales, and Operations teams.

Nice To Have

  • Experience working with restaurants, POS systems, or reservation platforms.
  • Background in hospitality or restaurant operations.
  • Familiarity with AI-driven or voice technology products.

Why Join Us
At Sadie, you'll be part of a fast-growing team that's redefining how restaurants connect with their guests. You'll work with passionate people, cutting-edge technology, and some of the most exciting hospitality brands in the world. Together, we're building the future of restaurant communication—one call at a time.

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