Customer Success Manager

Customer Success Manager

Loman AI is transforming how restaurants handle phone calls with an AI-powered voice platform built specifically for the restaurant industry. Our technology answers calls 24/7, takes orders, books reservations, answers menu questions, and integrates directly with restaurant POS and reservation systems to create a seamless guest experience. By eliminating missed calls and hold times, Loman helps restaurants increase revenue, improve operational efficiency, and deliver better hospitality at scale. We're building one of the most advanced voice AI products in hospitality and partnering with restaurants ranging from independent operators to large multi-unit brands.

The Customer Success Manager owns Loman's restaurants from post-go-live through every renewal that follows. You're the operator's day-to-day partner — accountable for retention, customer health, expansion, and NRR across a tiered book of business. You'll run a proactive cadence, spot churn risk weeks before it hits, drive multi-location and add-on growth, and make sure every customer keeps getting more value from Loman every month. This is a high-leverage seat — your decisions move NRR directly, and you're building the operating system as you run it.

Key Responsibilities:

• Own NRR on your book. Retention, expansion, and renewal — your number, your accountability.
• Run the cadence. Monthly QBRs for high-touch, bi-monthly check-ins for mid-touch, triggered intervention for low-touch. ≥90% on-time touchpoint completion.
• Use Health Score as your radar. Monitor Red/Yellow/Green daily. Run the Churn-Risk Save playbook the moment an account turns Red. Acknowledge same-day, discovery call within 3 business days, written save plan within 5.
• Drive expansion. Multi-location roll-outs, bucket upgrades, add-ons. Spot signals early, qualify, build the case from real ROI numbers, propose, and close in partnership with Sales.
• Show value every time. Bring call volume, answer rates, recovered revenue, and missed-call analytics into every meeting. Operators should see the dollar impact of the agent, not just the agent.
• Forecast renewals. 30 days out, every time. Flag at-risk accounts early. Never lose a renewal that could have been saved.
• Be the voice of the customer. Sharp, structured feedback into Product, Engineering, and Onboarding — and close the loop back with the customer.
• Keep HubSpot honest. CS Tier, Lifecycle Stage, Health, Expansion Opportunity, Last Sentiment — all current, all the time. If it's not in HubSpot, it didn't happen.

What Success Looks Like:

• In your first 30 days you've inherited your book, met every key contact, learned the playbooks, run your first round of check-ins, and made HubSpot reflect reality.
• In your first 60 days you're running QBRs from the template, your Health Score reflects what you actually see in your accounts, you've executed at least one Churn-Risk Save playbook end-to-end, and you have a working expansion pipeline.
• In your first 90 days your book's NRR is at or above team target, you've closed your first expansions, and customers describe you (in their words, not ours) as the reason Loman is working for them.

Required Experience:

• 3+ years in customer success, account management, or post-sale customer-facing roles at a SaaS, AI, or tech company.
• 3+ years restaurant industry experience, or experience serving restaurants
• Track record of personally owning retention and expansion on a book of business — with NRR, GRR, expansion ARR, or renewal numbers you can speak to.
• Comfortable running QBRs and renewal conversations with operators, owners, and decision-makers.
• Strong commercial instinct — can spot expansion opportunities, build a case from data, and partner with Sales to close them.
• HubSpot (or comparable CRM) fluency — you live in the tool, not on top of it.
• Sharp written and verbal communication — comfortable on video, on the phone, and in async writing with non-technical operators.
• Highly organised; able to manage 200+ active accounts depending on tier without things falling through.
• Bias for action; resilient under pressure; thrives in a fast-moving startup with shifting priorities.

Nice-to-Have Experience:

• Restaurant industry experience, or experience serving restaurants
• Direct experience with POS systems, online ordering or restaurant operations.
• Experience working with AI products, voice products, or vertical SaaS aimed at SMB and multi-unit operators.
• Multilingual — Spanish a particular plus given the customer base.
• Experience supporting customers across single-location, multi-unit, and enterprise tiers.

Ideal Candidate Profile:

You're an operator who happens to do CS. You've owned a number, you've run a book, and you can read the signals early. You bring data to QBRs, not vibes. You're the person who turns a churn-risk into a save and a renewal into a 3-location expansion. You move with urgency without sacrificing care. You're proactive by default. You write well. You're hard to surprise. You believe AI should do the work humans don't need to do — and you use it to free up the time you spend with customers. And when something's wrong with the product, the playbook, or the handoff, you say so. You want to be at a company where you can make a difference. Loman is that company.

Why Join Us:

• Competitive base salary with meaningful equity upside.
• Strong benefits package to support you and your family.
• Clear career path into senior Customer Success and leadership roles.
• High-growth SaaS company backed by strong investors.
• Austin-built team with a fast-moving, high-ownership culture.
• Practical AI product solving a real operational pain point for restaurants.