Customer Success Manager; Expansion

Who is Recruiting from Scratch

Recruiting from Scratch is a specialized talent firm dedicated to helping companies build exceptional teams. We partner closely with our clients to deeply understand their needs, then connect them with top-tier candidates who are not only highly skilled but also the right fit for the company’s culture and vision. Our mission is simple: place the best people in the right roles to drive long-term success for both clients and candidates.

Website:

Customer Success Manager (Expansion)

Location
:
San Francisco, CA or New York, NY (On-site, 5 days/week)

Company Stage of Funding
:
Series A (Venture-Backed)

Office Type
:
On-site

Salary
: $140,000 – $160,000 base + Competitive Equity

Our client is a fast-growing, venture-backed SaaS company transforming how restaurants operate in the modern delivery era. Their platform powers thousands of restaurant locations across the U.S., helping operators drive profitable growth through automation, intelligence, and operational efficiency.

With strong product-market fit, rapid expansion, and a recently closed Series A, this is an opportunity to join a high-velocity team building the category-defining “delivery intelligence” platform for the restaurant industry. The company operates with a builder mindset — fast-paced, collaborative, and focused on winning as a team.

• Lead post-sale customer success motions with a specific focus on revenue expansion and value realization across existing accounts.
• Build and refine the systems, workflows, and processes that drive upsell, cross-sell, and retention efforts within a multi-product environment.
• Manage the full customer lifecycle — onboarding, product adoption, QBRs, renewal preparation, and expansion playbooks.
• Analyze customer usage, product engagement, churn risks, and expansion opportunities to inform strategy and executive decision-making.
• Collaborate closely with Sales, Product, and Implementation teams to align customer goals with platform capabilities.
• Build strong, trusted relationships with strategic accounts and act as an internal advocate for customer needs.
• Report regularly on account health, expansion pipeline, and retention forecasting.

• 3+ years of experience in Customer Success or Account Management roles with a strong focus on retention and revenue expansion.
• Proven track record operating in high-growth SaaS environments (preferably Series A–C) with measurable NRR outcomes (105%–115%+).
• Experience developing proactive, revenue-driven customer success frameworks.
• Strong analytical skill set — able to turn product and customer data into actionable insights.
• Excellent communication skills, executive presence, and a high-accountability operating style.
• Comfortable thriving in an in-person, fast-paced, constantly evolving startup environment.

• Experience working with restaurant, hospitality, or delivery-adjacent software platforms.
• Background supporting multi-product SaaS solutions.
• Experience managing or mentoring customer-facing teams.
• Prior exposure to SMB or franchise-driven customer bases.

• Base Salary: $140,000 – $160,000
• Equity: Competitive early-stage equity package
• Full-time, on-site role (5 days/week) in San Francisco or New York City
• Opportunity to join a rapidly scaling company with significant career growth potential
• High-impact role owning core revenue outcomes such as NRR, retention, and expansion