Manage and lead our CSM function to ensure we are delivering exceptional customer outcomes. The Customer Success team is directly responsible for ensuring the retention and revenue expansion from Quandri’s customer base by overseeing adoption, value, retention and expansion of Quandri’s customers. Provide coaching, growth opportunity and lead training and enablement for the CSM team.

As a Customer Success Manager, you will play a pivotal role in ensuring the long-term success and satisfaction of our customers. Your primary responsibility will be to work closely with customers to understand their unique needs, identify opportunities for growth, and drive value attainment. You will act as a trusted advisor.

Own the post-sales relationship for a portfolio of accounts, drive value with technical sponsors, and scale customer lifecycle events. Create reusable content, represent the customer in internal meetings, and partner with the team to grow the brand. Keep up-to-date on Honeycomb technologies and product offerings.

You'll play a pivotal role in Olo’s Customer Support and Operations team overseeing all Tier 1 support operations, implementing best practices to improve workflows, streamline processes, and enhance the overall customer experience. You will be responsible for team performance, operational excellence, and customer satisfaction metrics, ensuring our frontline support team is empowered to provide exceptional service.

This role involves addressing inbound customer inquiries via phone, email, and live chat, serving as the primary line of communication between the organization and its customers, and passing customer feedback to the Engineering, Product, and Executive teams working 9am-6pm PST.

Our CSMs are responsible for building strong, outcome-based relationships with our named accounts, enabling them to expand their international footprint and grow revenues from those accounts moving forward. As a CSM, you’ll be reporting to the Regional Head - CX and working closely with your peers and cross-functional stakeholders.

In this role, you will be responsible for growing and building an existing team of support team members, managing the quality and efficiency of the team’s output through all client communication channels, and overseeing the team’s technology tools, processes and workflows.

Manage relationships with a diverse customer base, ensuring their success and satisfaction with our platform and services. The Customer Success Manager will proactively manage and nurture relationships with a portfolio of customers, ensuring high engagement and satisfaction levels by addressing and managing customers' health cases.

Your main responsibility will involve assisting customers from F1000 companies and R1 Universities via email and inbound phone calls while collaborating with internal teams to tackle identified bugs; demonstrate technical proficiency and ownership of end-to-end customer issues. You'll support customers, troubleshoot, reproduce, and escalate product-related bugs, working closely with Engineering and QA.

Provide timely and effective responses to customer inquiries and issues, gain a deep functional and technical understanding of various SaaS products, log and track customer issues in the ticketing system, collaborate with internal teams, and identify patterns in customer issues and proactively suggest process improvements.