Junior Customer Success Specialist

• The Junior Customer Success Manager keeps single-store restaurants live, transacting and growing on SIDES. The role works a large book of scaled accounts, mostly through campaigns and signals rather than scheduled calls, and steps in personally when something moves: a store goes silent, a termination arrives, a customer becomes eligible for an upgrade
• It is the entry point into Customer Success. The role is built so that someone new to SaaS can learn the craft on clear processes, and grow into owning a book of their own!
• Follow up on new accounts from onboarding handover until they transact regularly, with a focus on the first 90 days
• Work the silent-store list every week: accounts that are online in the CRM but show no transactions
• Help customers adopt the modules they already pay for
• Contact every customer in the book whose termination arrives, within two working days, and document the reason
• Run the first save conversation using the save playbook (pause, downgrade, fee removal, technical fix, discount last) and hand complex cases to a senior colleague
• Clear the termination date in the CRM when a save succeeds
• Run the evergreen upsell campaigns on the book together with Marketing, and follow up on responses
• Qualify interest in SIDES Pay, webshop, loyalty and driver modules and close standard upgrades
• Use tier and rate changes as the entry point for an upsell conversation
• Answer customer success enquiries on the book in Zoho Desk and the CRM, and route pure support issues to Support without taking them over
• Keep every interaction documented in the CRM
• Flag recurring product issues to the Team Lead with ticket references

Benefits

• Company laptop
• Flexible working hours
• Free parking
• Remote work
• Vouchers and discounts
• Employee discounts
• Free beverages
• Home Office
• Sports membership

Organised enough to work a large book through lists and signalsFirst experience in a customer-facing role: customer success, account management, inside sales, support or hospitalityComfortable with a CRM and with numbersClear, friendly and persistent on the phoneFluent German (DACH book) or Dutch (BENELUX book), good EnglishExperience in restaurants, delivery or retailFirst experience with a SaaS product or payment product