Enterprise Technical Success Manager

Position Overview

As an Enterprise Technical Success Manager, you'll become a product expert and one of the primary faces of Stream for our strategic restaurant brands and white-label partners. You'll play a key role in complex onboardings, enterprise launches, technical guidance, partner enablement, and helping customers successfully adopt the Stream platform.

This is not a traditional support role. While technical support and onboarding are core responsibilities, we're looking for someone who can be a steady technical and relationship owner for some of Stream's most important accounts—particularly during complex launches, escalations, and situations where execution or customer confidence is at risk. You'll work closely with Product, Engineering, and Partner teams, while also improving processes, documentation, and the way Stream scales customer success.

Core Responsibilities

• Serve as a primary point of contact for strategic and enterprise restaurant brands during complex onboarding, go-live, and high-impact post-launch situations.
• Provide technical assistance and troubleshoot complex or escalated issues across restaurants, POS systems, ordering providers, delivery partners, and Stream integrations.
• Guide customers through menu management, integrations, ordering channels, and technical workflows within Stream.
• Conduct customer and partner training sessions to ensure successful adoption and confident use of Stream.
• Lead high-risk customer engagements—including complex onboardings, enterprise rollouts, escalations, and churn-mitigation situations—translating technical detail into clear, confidence-building guidance for customers and internal stakeholders.

Partner Success & Enterprise Launches

• Support complex enterprise restaurant launches and multi-location rollouts.
• Work alongside Product, Engineering, Partner, and Support teams to diagnose issues, remove blockers, and deliver successful implementations.
• Develop trusted relationships with strategic restaurant brands and white-label partners, including mid-market and enterprise accounts.

Growth & Strategic Contribution

• Look beyond support tickets to identify adoption, retention, and customer-success opportunities, and
• surface commercial or partner-growth opportunities to the appropriate team.
• Contribute ideas, playbooks, documentation, and internal processes that help Stream scale.
• Identify patterns, recurring technical issues, and operational improvements that can strengthen the partner and customer experience.

Documentation & Collaboration

• Create and maintain help center articles, training guides, and onboarding documentation.
• Build repeatable onboarding and technical training materials that raise consistency across the customer- facing team.
• Translate customer and partner feedback into actionable recommendations for Product and Engineering.
• Collaborate across teams to continuously improve onboarding, support, product adoption, and the customer experience.

What We're Looking For

• 4+ years of experience in technical customer success, technical account management, solutions engineering, implementation, enterprise support, or restaurant technology.
• Experience with POS systems, online ordering, delivery platforms, SaaS integrations, or enterprise SaaS, with comfort troubleshooting integrations, understanding API behavior, reviewing logs or data, and working directly with Product and Engineering to diagnose complex issues.
• A track record managing high-risk or high-visibility customer relationships—including complex onboardings, enterprise launches, escalations, and churn-mitigation situations.
• Demonstrated ability to build onboarding documentation and technical training materials that others can pick up and use.
• Excellent communication skills and the ability to translate technical concepts clearly for customers, partners, and internal teams.
• A builder mentality with curiosity, ownership, and a desire to grow beyond the initial job description.
• Comfortable in a fast-moving startup where priorities evolve and everyone contributes beyond their core responsibilities.

How to Stand Out

• Experience at Toast, Square, DoorDash, Uber Eats, Grubhub, SpotOn, Oracle, Clover, or similar restaurant technology companies.
• Experience with Intercom, Jira, Confluence, APIs, Claude, or similar support and collaboration tools.
• Additional language skills are a plus.

What Success Looks Like

• Successfully onboard and launch restaurant brands and enterprise partners.
• Become a trusted resource for customers and white-label partners, including during high-stakes or at-risk moments.
• Help improve customer satisfaction, partner performance, and internal processes.
• Independently own complex customer situations from initial diagnosis through resolution, keeping customers confident and internal teams aligned along the way.

What We Offer

• Competitive salary and equity.
• Remote-first, flexible work environment.
• 60-day contract-to-hire period, with the intention of transitioning to full-time W-2 employment upon successful completion.
• Opportunity to grow with a fast-growing startup.
• Meaningful impact in the restaurant technology industry