Customer Success Account Manager

Help independent restaurants get value from Ordernised, from the first onboarding conversation through an established working relationship.

The job

You will be the ongoing point of contact for a portfolio of restaurant partners, learning how they operate and helping them use the platform effectively. The role combines relationship management, practical onboarding and structured follow-through. You will spot adoption problems early, coordinate the right help and share useful feedback with product teams. Retention matters, but so does being honest about what the product can currently do and what a partner should expect next.

What you would be doing

• Create onboarding and adoption plans with clear owners, milestones and realistic expectations.
• Hold regular partner check-ins and maintain a current view of account health.
• Help restaurant teams understand menus, ordering settings and day-to-day dashboard workflows.
• Coordinate support issues and communicate progress without promising unconfirmed delivery dates.
• Identify renewal risks early and agree specific recovery actions with the relevant team.
• Recognise suitable expansion opportunities and involve sales when additional products or sites fit.
• Maintain clear CRM records and turn recurring customer feedback into actionable product insights.

What we are looking for

• Experience in account management, customer success, onboarding or a related customer-facing role.
• Strong organisation and the ability to manage several partner relationships at once.
• Confidence explaining software clearly to people with varied technical experience.
• Practical problem-solving and calm communication when a customer is frustrated.
• Commercial awareness combined with a focus on credible customer outcomes.

Useful, but not essential

• Experience with SaaS products or hospitality businesses.
• Familiarity with restaurant ordering, menu management or payments workflows.
• Experience tracking adoption, renewals or customer-health indicators.

Tools you might use

• CRM software
• Customer support tools
• Video meetings
• Spreadsheets
• Product reporting

Your first 90 days

• Days 1–30Learn core workflows, shadow onboarding calls and understand the needs of an initial account group.
• Days 31–60Manage a small portfolio with documented success plans and consistent follow-up.
• Days 61–90Run structured account reviews and demonstrate progress on adoption or a clearly identified retention risk.

The practical bits

• 3 days per week in the Nottingham office and 2 days working remotely within the UK.
• 37.5 hours per week, Monday–Friday. Team hours are agreed with your manager. Customer-facing roles may occasionally require pre-arranged appointments outside standard hours.
• Planned restaurant visits across the East Midlands, usually two to four visits per month; approved expenses are reimbursed.

What we offer

• 30 days of annual leave plus public holidays
• A company pension contribution
• A £1,000 annual learning budget for courses, conferences or professional development
• A company laptop and role-appropriate equipment; engineering roles include a development setup
• Flexible start and finish times, agreed with your team around customer and collaboration needs
• Wellbeing support and regular development conversations with your manager
• Reimbursement of approved business travel and customer-visit expenses