Client Success Manager

Client Success Manager (CSM)

Location: Boca Raton, FL

Work Schedule: Full-Time, In-Office

Reports To: Senior Client Success Leader

About Grubbrr

Grubbrr is a leader in self‑ordering and guest‑engagement technology, transforming how customers interact with businesses across restaurants and hospitality. Our platform powers self‑service kiosks, POS systems, kitchen display systems, digital menu boards, contactless solutions, and advanced analytics for some of the world’s most recognizable brands.

We are a fast‑growing fintech and restaurant technology company focused on delivering real‑world results through intuitive, scalable, and innovative products.

Role Summary

Grubbrr is seeking a Client Success Manager (CSM) to join our growing Client Success organization. This is a foundational, high‑impact role designed for a professional who thrives at the intersection of customer relationships, technology, and business outcomes.

As a Client Success Manager, you will serve as the primary post‑implementation relationship owner for assigned customers, responsible for driving adoption, retention, satisfaction, and long‑term value. You will act as a trusted advisor to both business and technical stakeholders, helping customers achieve their operational and financial goals while advocating internally on their behalf.

This role offers meaningful opportunity to help define and mature Grubbrr’s customer success processes as the company scales.

What You’ll Do Customer Relationship & Adoption Leadership

• Develop strong, long‑lasting relationships with key business and technical stakeholders within customer organizations
• Become an expert on each customer’s Grubbrr implementation, business objectives, and success criteria
• Help customers achieve their financial and technical goals through proactive guidance, recommendations, and best practices
• Attain trusted advisor status with customer decision‑makers at multiple levels, including executive leadership

Product Advocacy & Value Expansion

• Identify opportunities for customers to better leverage Grubbrr’s platform capabilities based on their business needs
• Demo existing but unused Grubbrr features and functionality to increase adoption and value realization
• Advocate for innovation and early adoption of new capabilities through customized release reviews and roadmap discussions

Retention, Risk & Growth Support

• Monitor customer adoption, utilization trends, and success plan performance
• Identify renewal or retention risks and collaborate with internal teams to mitigate them
• Partner with Sales and leadership on renewal and expansion opportunities, while remaining primarily accountable for customer success and satisfaction

Issue Management & Executive Communication

• Act as the customer advocate during high‑severity issues, participating in triage and resolution to drive reliability and satisfaction
• Proactively communicate service degradations, disruptions, or upcoming technology changes and advise customers on mitigation strategies
• Provide clear, timely executive‑level status updates to both customers and internal stakeholders

Cross‑Functional Collaboration

• Serve as the primary liaison among customers and Grubbrr’s Product, Technology, and Technical Support teams
• Contribute customer insights, use cases, and feedback to inform product development and prioritization
• Collaborate internally by sharing best practices, contributing to team initiatives, and acting as a subject‑matter expert for specific customer use cases or workflows

Governance & Continuous Improvement

• Support Quarterly Success Reviews and ongoing success planning
• Help define success metrics and continuously refine customer management processes
• Actively practice and promote Grubbrr’s Core Values in all customer and internal interactions

What Success Looks Like

• High customer satisfaction, retention, and platform adoption
• Strong executive relationships and trusted advisor status
• Proactive identification and mitigation of customer risk
• Increased customer value through expanded product usage
• Clear, professional communication during both steady‑state and escalated situations

Required Experience & Qualifications

• Bachelor’s degree (or equivalent practical…