CSM, Solutions (Early stage start-up, B2B SaaS)

About Us

As a stealth-mode start-up incubated within a software consultancy, our mission is to revolutionize the restaurant industry through seamless and personalized customer experiences. Our dynamic team is dedicated to transforming how restaurants operate with our cutting-edge Enterprise Restaurant Operations SaaS solution, helping them increase efficiency, drive revenue, increase loyalty and enhance guest satisfaction. We’re on the lookout for passionate individuals to join us on this exciting journey.

About the Role

We’re looking for a commercially-minded Customer Success Manager (CSM) to own and grow relationships with our enterprise and mid-market customers. This role sits at the intersection of account management, customer advocacy, and revenue growth. You’ll be responsible for driving renewals, upsells, and cross-sells, while deeply understanding customer pain points and feeding insights back into Product, Sales, and Operations.

Responsibilities

• Customer Relationship & Retention
  Own a portfolio of restaurant customers across Enterprise and mid-market segments; act as the primary point of contact post-onboarding; build trusted, long-term relationships with owners, operators, and managers; drive strong renewal outcomes through proactive engagement and value delivery.
• Upselling & Cross-Selling
  Identify expansion opportunities across additional features, modules, locations, or licenses; proactively position relevant upsell and cross-sell solutions; forecast and manage the expansion pipeline with Sales; handle commercial conversations, objections, and negotiations.
• Pain Point Discovery & Value Creation
  Regularly uncover operational, financial, and workflow pain points within restaurant operations; translate customer challenges into clear product value propositions; share structured customer feedback with Product and Engineering; advocate internally for customer needs and feature improvements.
• Account Health & Success Metrics
  Monitor usage, adoption, and engagement metrics; identify churn risk early and execute retention strategies; conduct regular business reviews (QBRs) to demonstrate ROI and outcomes; maintain accurate account notes, health scores, and forecasts in the CRM.
• Cross-Functional Collaboration
  Partner closely with Sales on expansions and renewals; work with Product and Support to resolve issues and improve customer experience; contribute to playbooks, success frameworks, and scalable CS processes.

Qualifications

• Must-Have
  2–5+ years experience in Customer Success, Account Management, or SaaS Sales; proven experience with renewals, upselling, or cross-selling in a B2B SaaS environment; strong discovery skills to uncover real customer pain; commercially confident with strong negotiation and influencing skills; comfortable managing multiple accounts and priorities simultaneously.
• Nice-to-Have
  Experience in restaurant tech, hospitality, POS, payments, or operations software; familiarity with CRM tools and CS platforms; experience working with multi-location or franchise customers; data-driven mindset with comfort using metrics to guide decisions.

What We Offer

• Innovation at Scale: work on a transformative Enterprise Restaurant Operations SaaS product.
• Dynamic, fast-paced hybrid work environment with a modern office in the heart of Bangkok (Interchange 21) near BTS Asoke and MRT Sukhumvit.
• Growth opportunities and potential equity for early employees.
• Private medical insurance, social welfare coverage, and a company care fund.
• Provident Fund contribution matching.
• Visa, work permit support and relocation package for hires from abroad.
• AI allowance and learning budget for tools and resources.
• Company-provided MacBook and large external monitor; office kitchen stocked with drinks and snacks.

Additional Information

Employment type: full-time. Work arrangement: hybrid. The role focuses on enterprise and mid-market restaurant customers and requires strong commercial and relationship management skills.