Senior Customer Success Manager

About Peppr

At Peppr, we believe that technology should empower restaurants to thrive. Our mission is to provide restaurants with the tools they need to succeed in a fast-paced, ever-changing industry. Peppr POS (Point of Sale) provides SMB restaurants a cutting-edge management and transaction platform with hardware and and software that targets solving their unique challenges and improves the efficiency of their operations. Join us on our journey to transform the restaurant experience, one transaction at a time.

About the Role

As a Customer Success Manager at Peppr, you will play a vital role in ensuring that our restaurant clients have a seamless and successful experience from the time they join us until their full integration and beyond. You will serve as their primary contact, leading them through the onboarding process, system configuration, on-site training, and post-installation support to ensure they maximize the benefits of our solutions.

Key Responsibilities:

Pre-Onboarding:

• Align with the AE on project preparation and documentation.

• Partner with the Implementation team to schedule and execute the site survey.

• Work cross-functionally to relay project requirements to the appropriate internal teams.

Client Onboarding and Implementation:

• Serve as the primary point of contact to welcome new clients and ensure a smooth, supportive onboarding experience.

• Build trust and long-term relationships by guiding clients through each step of the setup and configuration of their Peppr system.

• Develop and deliver tailored training plans, ensuring sessions, whether onsite or remote, are engaging, relevant, and empowering.

• Act as a strategic partner and advocate throughout the onboarding journey, ensuring each client feels confident, cared for, and set up for success.

Post-Install Monitoring & Ongoing Relationship Management:

• Monitor new accounts during the first 30 days to ensure proper system usage, satisfaction, and timely resolution of any issues.

• Act as the primary contact for a portfolio of key clients, building strong relationships and keeping them informed of new features and updates.

• Proactively drive upsell opportunities by identifying feature gaps or growth potential, and taking ownership of the upsell process.

• Manage multiple onboarding projects simultaneously (80+ accounts), ensuring high-quality support while balancing competing priorities.

• Analyze usage trends and performance data to inform product improvements, forecasting, and feature adoption campaigns (e.g., online ordering, new launches).

Minimum Qualifications:

• 4+ years of experience in customer success, account management, or a similar role within the restaurant or technology industry.

• Verbal fluency in English and Spanish.

• Willingness to travel up to 70% for onsite training and installations as needed.

We’re also looking for:

• 1+ years of POS experience, ideally in the hospitality industry.

• Working experience in a SaaS company.

• Exceptional communication and interpersonal skills.

• Strong organizational skills and the ability to manage multiple clients and tasks simultaneously.

• Proactive problem-solving abilities and a customer-centric mindset.

• Salesforce experience is a plus.