About Ovation

Ovation is a guest experience platform for multi-unit restaurants that starts with a 2-question survey to drive revenue, streamline guest recovery, and easily improve operations. Thousands of restaurants —including Big Chicken, Mooyah, and Friendly's—rely on Ovation’s platform to boost customer satisfaction, recover dissatisfied guests, enhance their reputations, and drive revenue growth. Join us as we continue to innovate and elevate the dining experience!

Position Overview
We are looking for a passionate and proactive Customer Success Manager (CSM) to join our growing team. As a CSM, you’ll be the key driver in ensuring our customers achieve their desired outcomes with Ovation’s platform. You’ll work closely with restaurant operators, helping them leverage our solution to gather feedback, engage guests in real-time, and unlock valuable insights that improve their operations. Your success will directly contribute to our customers' growth, our company's success, and the overall improvement of the restaurant industry.

Key Responsibilities

• Customer Onboarding & Training: Lead new customers through onboarding, ensuring they understand how to fully utilize Ovation’s platform to its fullest potential.
• Client Relationship Management: Build strong, long-lasting relationships with customers to ensure they continuously see value from Ovation and remain satisfied with the service.
• Ongoing Support & Consultation: Provide ongoing strategic support to customers, answering product questions, troubleshooting issues, and identifying opportunities for growth or improvement.
• Data-Driven Insights: Use data to guide customers toward better decision-making. Share actionable insights on guest feedback, operations, and performance to help customers optimize their experience.
• Proactive Engagement: Regularly check in with clients to ensure satisfaction, help them overcome any hurdles, and help them take advantage of new features and tools.
• Collaboration with Sales & Product Teams: Work closely with the Sales and Product teams to communicate customer feedback, share feature requests, and help improve the product based on real-world use.
• Churn Prevention & Account Growth: Identify at-risk customers and proactively engage to prevent churn. Find opportunities to expand Ovation's reach and help customers grow within the platform.
• Customer Advocacy: Act as the voice of the customer internally, ensuring their needs are represented and helping to guide product and service improvements.

Qualifications

The ideal candidate will have:

• 2+ years of experience in a customer success, account management, or client-facing role, ideally within SaaS or technology solutions for multi-unit businesses or restaurants.
• Strong understanding of customer success principles and experience managing a portfolio of clients.
• Excellent communication skills, both written and verbal, with the ability to build rapport and establish trust with customers.
• Analytical mindset with the ability to interpret data and translate it into actionable strategies for customers.
• Ability to problem-solve and think creatively when addressing customer challenges.
• Experience using CRM software and customer success tools (e.g., Salesforce, Zendesk, Gainsight) is a plus.
• Passion for the restaurant industry and a deep understanding of what drives customer satisfaction and loyalty.
• Ability to thrive in a fast-paced, growth-oriented environment with a proactive and results-driven approach.

Don’t meet all the qualifications but still feel you’d be a great fit? We’d love to hear from you—apply below and tell us why you’d be a great addition to our team!

Why Join Ovation?

• Impact: Play a key role in transforming the guest experience for some of the most exciting restaurant brands in the industry.
• Growth: Ovation is scaling quickly, providing ample opportunities for professional development and career advancement.
• Culture: Work with a dynamic and supportive team who are passionate about making a difference in the restaurant world.
• Benefits: Competitive salary, health benefits, generous PTO, flexible work environment, 401k match, and more.

If you are passionate about customer success, have a knack for building relationships, and are ready to make a tangible impact in a fast-growing company, we’d love to hear from you!