Customer Success Manager

Your mission will be to ensure restaurant groups successfully adopt Supy and achieve measurable operational and financial impact.\nThis is a unique opportunity to shape how customer success is delivered in the region, with strong ownership and visibility in a fast-growing SaaS company.\n\nKey Responsibilities\n\nCustomer Onboarding & Adoption\nGuide restaurants through smooth onboarding, ensuring seamless integration and adoption of Supy’s solutions.\nTrain and support restaurant teams on platform features aligned with their operations.\nDrive engagement across core modules including inventory, procurement, and cost control.\n\nAccount Management & Growth\nBuild and nurture long-term relationships with stakeholders across restaurant teams.\nAct as a trusted advisor, providing insights to optimize operations and performance.\nIdentify opportunities for account expansion and support renewal processes.\n\nCustomer Success & Retention\nMonitor account health, proactively identifying risks and ensuring high customer satisfaction.\nResolve issues promptly in line with SLA commitments.\nDeliver tailored solutions by collaborating closely with internal teams.\n\nInsights & Collaboration\nTrack and analyze KPIs, preparing reports that demonstrate value and ROI.\nRelay customer feedback to product and internal teams to support continuous improvement.\nContribute to overall business growth through customer success outcomes.\n\nQualifications\n3–5+ years of experience in customer success or account management within B2B SaaS, hospitality tech, or POS/restaurant tech.\nStrong understanding of restaurant operations, procurement, and cost management.\nAbility to manage multiple customer accounts effectively.\nAnalytical mindset with the ability to use data to drive decisions and insights.\nFamiliarity with CRM and customer success tools (e.g., Salesforce, HubSpot, Gainsight).\nStrong customer-centric mindset with a passion for helping clients succeed.\nFull professional proficiency in German and English, both written and verbal.\n\nPreferred Attributes\nBachelor’s degree in business, hospitality management, or a related field.\nPrevious experience as a cost controller in restaurants.\nExperience in the F&B, hospitality, or restaurant tech space.\nBasic understanding of SaaS platforms and APIs.