Customer Success Manager

ResQwas founded with the belief that restaurant operators and service providers should have a much better way to operate their businesses. As a first step towards our mission, we have built a SaaS-enabled marketplace that helps fast-growing restaurants manage their 🛠 repairs and maintenance, empowering them to focus on their customers.

Repair and maintenance is the heartbeat of any restaurant's operations, yet the existing management methods are complex, expensive, and time-consuming. With ResQ, restaurants can simply get connected to qualified service providers, submit jobs, track progress, and pay, all in one place.

We are trusted by the world's leading restaurant brands and are venture-backed by top-tier global VCs - and we are just getting 🚀 started!

Hello 👋 Future ResQer! 

ResQ is looking for a Customer Success Manager to join our team and help us take ResQ to the next level. This is an exciting opportunity that provides high impact results. From a mission perspective, you will play a pivotal role by creating meaningful relationships with our customers and ensuring their overall satisfaction with our service. 

We understand that joining a team is one of the most important choices you make, and adding a team member is one of the most important choices we’ll make. We want you to get to know us, and we want to understand how you approach problems, learn, and what motivates you.

We thrive on being transparent and we know Customer Success requires a certain interest and discipline, so we have included some questions to ask yourself to help you choose if this role is right for you at this specific time (if not, then let’s connect later!!)

Are you nodding your head with excitement at the idea of:

• Managing several customer accounts and fostering relationships
• Onboarding new customers and providing customer product training
• Listening to your customers and gathering ongoing feedback
• Being data and metrics driven

What you will do:

As a Customer Success Manager at ResQ, you will be a key player in ensuring the success and satisfaction of our valued customers (restaurant clients). You will be responsible for building strong relationships, understanding customer needs, and driving initiatives to enhance their overall experience and growth. This role involves a combination of strategic thinking, customer advocacy, and effective communication.

• Account Management 🧡: Own and manage a portfolio of customer accounts, proactively identify and address customer concerns (identify and prevent customer churn), monitor customer usage and engagement to identify opportunities for growth, perform quarterly business reviews to understand customers' business objectives and challenges to identify opportunities for value delivery. Conduct regular needs assessments and check-ins with at-risk customers to ensure customer satisfaction improves over time. Develop and maintain strong, long-lasting relationships with key client stakeholders (from c-level to daily users, with a focus on increasing trust at the buyer-level - BBQ to Boardroom all the way!)
• Customer Product Training 🛠️: Be an active participant in the Onboarding process; ensure customers are comfortable using our platform from Day 1. Provide ongoing training and escalated support to help customers effectively use our products/services.
• Customer Feedback 💬 : Gather customer feedback and insights to share with internal teams for continuous improvement. Address and resolve customer issues, escalating when necessary.
• Data Analysis📈: Utilize customer data and metrics to track performance and identify trends. Provide management with regular insights and updates on customer success KPIs.
• Cross Collaboration 👥: Work closely with Sales, Marketing, Partner Success, Onboarding and Product teams to align customer success initiatives with broader company goals.

• Bachelor's degree in Business, Marketing, or a related field OR 3 - 5 years of related experience.
• Proven experience in a customer support, customer success or account management role.
• Excellent communication and interpersonal skills.
• Strong problem-solving and critical-thinking abilities.
• Ability to manage multiple customer accounts simultaneously.
• Customer-obsessed mindset with a passion for delivering exceptional customer experiences.
• Strong organizational and time-management skills.
• Data-driven approach to decision-making.
• Familiarity with customer success tools and data platforms (Salesforce, Looker, etc).
• Adaptability and a willingness to learn in a fast-paced environment.

How you will do it:

• A self-starter: You wake up, form a plan, and get going!
• Practice Extreme Ownership - including exhibiting a bias for action, a deep desire to understand all parts of our business, including our customers, and partners; taking risks, adapting and learning till you succeed; a mindset to persevere!
• Be open to feedback; listen, learn, and iterate. We’re all One Team!
• Live and breathe a customer-first mindset, one that cares deeply about the customer experience and sets new standards for service

What to expect as a candidate:
While we are never perfect, we have aimed to build a process that fosters fairness and helps to minimize bias, this includes structured processes and interviews. Our goal is that everyone interviewed has a positive experience, regardless of the outcome.

Stage 1️⃣: Send us your resume and a note about how your story connects to ours. Feel free to focus on what you have learned rather than just a list of responsibilities. Tell us your story! We’ll aim to tell you quickly if it is not the right fit so you are always informed.

Stage 2️⃣: Successful candidates will meet with People and Talent Lead.  It will be standardized to keep things fair but also with enough room to show your uniqueness. We’ll communicate the salary range now for full transparency. If you like us and we also think there is a fit, we’ll invite you to the next stage.

Stage 3️⃣: An interview with the hiring manager who will ask you more in depth questions about your experience and skills. Come with questions! 

Stage 4️⃣: During this stage we will ask you to present a case study to our Head of Customer Success, and another Senior Manager. In addition to the case study we will also leave 1:1 time for you and our Head of Customer Success to chat.We will provide feedback, ask some more questions (who doesn’t love more questions…) and leave time for you to ask questions to our team. 

Stage 5️⃣: This is the final stage in the process where you will meet our CEO, KJ. This stage will be more of an introductory call and less focused on your in depth skills and knowledge.

Want to learn more? 👀 Keep Reading!

We are a mission-driven team and have a big vision to revolutionize the service industry. While on that journey, we recognize that building a startup is very hard. Turning vision into reality in a fast-growing environment takes superhuman efforts and is often one of the most difficult, yet rewarding, things one can do.

We do our best to ensure transparency during all stages of the interview process but we realize it's a lot of information 📚 to take in at once so we wanted to centralize everything to make it easier for you to navigate through. We have created a Talent Notion page which will help you learn more about us during the recruitment process.

We are spilling the Tea 🫖 on all things ResQ, click hereif you want access to the inside scoop 💬 Tell your friends, because sharing 🫶 is caring 🧡_____________________________________________________________

ResQ strongly believes that diversity of experience, perspectives, and background will result in a better environment for our employees and a better product for our users. ResQ is an equal opportunity employer. We do not discriminate against applicants based on race, colour, religion, sex, national origin, or disability, or any other status or condition protected by Ontario or local law. ResQ is committed to workplace diversity and will provide accommodation to applicants with disabilities throughout the hiring process.
Not Sure You Meet all the Requirements? We know the confidence gap can get in the way of meeting spectacular candidates, so please don’t hesitate to apply — we’d love to hear from you!