Customer Success Manager

Job description

**About the Role:** We're looking for someone who has worked in **retail operations** — store ops, field ops, ops excellence, or category/ops management at a retail chain or QSR brand — and is now looking to move into a **Customer Success** career. You understand what it's like to run stores, manage checklists, chase compliance, and deal with frontline execution gaps. That lived experience is exactly what makes you effective at helping our retail clients succeed with Wooqer. This role will focus specifically on our **SMB portfolio** — a higher-volume book of smaller retail and QSR accounts. You'll need to be comfortable managing a larger number of relationships with a leaner, more scalable playbook (vs. high-touch enterprise account management), while still being sharp about spotting risk and driving adoption across many accounts at once. You won't need to already know "CS" as a discipline — we'll teach you the frameworks, metrics, and playbooks. What you bring is domain credibility: you've been on the other side of the table, running the operations that our platform is built to support. **What You'll Do** - Own a high-volume portfolio of SMB retail/QSR client accounts, acting as primary point of contact post-onboarding - Manage relationships at scale — prioritizing time and attention across a larger book using health scores and risk signals rather than 1:1 high-touch engagement - Understand each client's store operations, checklist adoption, and process health — and translate that into account health scores and retention plans - Drive product adoption by helping clients configure and use Wooqer for their specific ops workflows (audits, checklists, task management, compliance) - Identify early churn signals (declining submissions, disengaged store managers, missed SLAs) and intervene proactively, often via scalable/1:many outreach (email campaigns, webinars, playbooks) - Run periodic business reviews (QBRs/WBRs) with client stakeholders, showing value delivered and aligning on next steps - Partner with onboarding, support, and product teams to resolve client issues and escalations - Support upsell/expansion conversations by spotting opportunities where the client's ops maturity could benefit from additional modules or scale **What We're Looking For** - 2–6 years in **retail/QSR operations** — store ops, field ops, ops excellence, franchise ops, or similar — at a retail chain, QSR brand, or retail-adjacent company - Hands-on understanding of store-level processes: audits, checklists, compliance tracking, SOP rollout, or store performance management - Comfort managing volume — able to juggle a large number of accounts without losing sight of at-risk ones - Strong communication skills — comfortable presenting data and performance narratives to client stakeholders - Analytical mindset — comfortable working with spreadsheets/dashboards to track account health and performance trends across a portfolio - Genuine interest in moving into a client-facing, relationship-driven role (vs. purely internal ops) - Bonus: prior exposure to SaaS platforms, retail tech, or ops software as a user (even if not as a vendor-side employee) **Why This Role** - Direct exposure to how a wide range of retail and QSR brands run operations at scale, across dozens to hundreds of stores - Structured onboarding into CS fundamentals (NPS, GRR/NRR, health scoring, churn signals) with mentorship from the CS leadership team - Clear growth path from CSM → Senior CSM, with the option to move into mid-market/enterprise account management as you grow - Incentive structure tied to retention and expansion metrics across your portfolio.