GRUBBRR®
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 experience)
3–5 years of experience in Customer Success, Enterprise Software, Technology Consulting, or related roles
Experience supporting complex, multi‑system technology implementations or platforms
Comfort working with IT systems that support end‑to‑end business processes
Strong ability to communicate technical concepts in clear business terms
Demonstrated ability to influence and communicate effectively with stakeholders at all levels, including executive and C‑level
Strong organizational skills with the ability to prioritize, multitask, and perform under pressure
Basic understanding of software development processes and design methodologies
Must work full‑time in Grubbrr’s Boca Raton, FL office
Nice to Have
Experience in restaurant, hospitality, fintech, or payment‑adjacent technologies
Large‑scale or enterprise implementation/support experience
Experience supporting subscription renewals or success plans
Second language proficiency
Why Work at Grubbrr
High‑visibility Client Success role with real ownership and influence
Opportunity to help shape and scale customer success processes
Work with innovative self‑ordering, AI‑driven, and fintech technologies
Collaborative, energetic culture with experienced leadership
Modern Boca Raton office designed for creativity and teamwork
Equity opportunity in a fast‑growing, mid‑stage startup
Be part of a company redefining how customers interact with businesses
#J-18808-Ljbffr
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 experience)
3–5 years of experience in Customer Success, Enterprise Software, Technology Consulting, or related roles
Experience supporting complex, multi‑system technology implementations or platforms
Comfort working with IT systems that support end‑to‑end business processes
Strong ability to communicate technical concepts in clear business terms
Demonstrated ability to influence and communicate effectively with stakeholders at all levels, including executive and C‑level
Strong organizational skills with the ability to prioritize, multitask, and perform under pressure
Basic understanding of software development processes and design methodologies
Must work full‑time in Grubbrr’s Boca Raton, FL office
Nice to Have
Experience in restaurant, hospitality, fintech, or payment‑adjacent technologies
Large‑scale or enterprise implementation/support experience
Experience supporting subscription renewals or success plans
Second language proficiency
Why Work at Grubbrr
High‑visibility Client Success role with real ownership and influence
Opportunity to help shape and scale customer success processes
Work with innovative self‑ordering, AI‑driven, and fintech technologies
Collaborative, energetic culture with experienced leadership
Modern Boca Raton office designed for creativity and teamwork
Equity opportunity in a fast‑growing, mid‑stage startup
Be part of a company redefining how customers interact with businesses
#J-18808-Ljbffr