Customer Success Manager (Remote, USA)

NYC or Remote

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Olo
Olo powers digital ordering and delivery programs that connect restaurant brands to the on-demand world, placing orders directly into the restaurant through all order origination points – from a brand’s own website or app, third party...
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Olo Customer Success Managers (CSMs) are a constant connection between our cherished Customers and our company. As the client's internal advocate, you'd be entrusted with ensuring our clients are wildly successful with our solution. You are accomplished in building strong relationships, managing through change, passionate about technology, concise, and borderline obsessed with customer satisfaction.
This is a full-time position reporting to the Associate Director of Customer Success. You can work remotely from anywhere in the U.S. or at Olo's headquarters in NYC on the 82nd floor of One World Trade Center.

What You'll Be Doing

  • Manage a portfolio of 20+ customers, to develop a trusted-advisor relationship with partners and executive sponsors to drive product adoption and ensure clients are leveraging the solution to achieve their business goals.
  • Be the internal customer champion by advocating for the prioritization of needed product enhancements, and manage customer expectations accordingly
  • Maintain overall customer health metrics including NPS and CSAT surveys, Year-over-year sales, order error monitoring, customer feedback, etc.
  • Proactively address discovered issues, and act as the main point of contact for escalations
  • Conduct Executive Business Reviews (EBR's) to demonstrate Return on investment through Olo products, promote adoption, deepen engagement, and highlight progress towards the customer's business priorities.
  • Help troubleshoot by identifying potential issues and liaising effectively towards a resolution with various internal teams including Specialists, Support, Engineering, and Product.
  • Collaborate closely with Customer decision makers including IT, Marketing, and Operations to identify and drive key goals both for Olo and the customer
  • Provide effective consultation based on client needs by identifying performance improvement opportunities as well as sharing insights & advice for optimizing platform utilization.

What We'll Expect From You

  • BA/BS degree or equivalent.
  • Minimum 2+ years relevant work experience in customer success, account management, enterprise sales, or other related fields (SaaS experience preferred).
  • Excellent project management skills and experience applying internal resources and external partners to accomplish deadlines.
  • A curiosity that fuels inquisition, self-learning and ultimately, autonomy
  • Experience in Zendesk, Jira, Asana, Looker a plus.
  • Legally able to work in the U.S.
About Olo
Olo powers digital ordering and delivery programs that connect restaurant brands to the on-demand world, placing orders directly into the restaurant through all order origination points – from a brand's own website or app, third-party marketplaces, social media platforms, smart speakers, and home assistants. Olo serves as the on-demand ordering and delivery platform for over 400 brands, such as Applebee's, Checkers & Rally's, Cheesecake Factory, Shake Shack and more. Learn more at www.olo.com.
Olo's headquarters is located on the 82nd floor of One World Trade Center. In addition to our NYC cohort, over 65% of our team works remotely across the U.S. We offer great benefits, such as 20 days of Paid Time Off, fully paid health, dental and vision care premiums, company equity, a generous parental leave plan, and perks like team events. Check out our culture map: https://www.olo.com/images/culture.jpg.
We encourage you to apply!
We value diversity. At Olo, we know a diverse and inclusive team not only makes our products better but our workplace better. Many groups are underrepresented across the tech sector and we are committed to doing our part to move the needle.
Olo is an equal opportunity employer and diversity is valued at our company. All applicants receive consideration for employment. We do not discriminate on the basis of race, religion, color, national origin, gender identity, sexual orientation, pregnancy, age, marital status, veteran status, or disability status.
If you like what you read, hear, and/or know about Olo, and want to be a part of our team, please do not hesitate to apply! We are excited to hear from you!
Job region(s): North America
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