Strategic Account Manager

Job Description

Job Description

BeyondMenu helps 15,000 independent restaurants  win with digital hospitality — SEO, online ordering, guest engagement, retention, and revenue-driving tools built specifically for owner-operators. We’re a leading revenue partner for independent restaurants in this space.

This person will own the restaurant’s first 30–90 days after the sale --- understand the business + owner...complete implementation...prove measurable value...and build a Success Profile that allows Customer Success to continue the relationship without restarting discovery.

This is not a reactive support role --- we need someone who can analyze performance...identify the biggest opportunity or risk...make a clear recommendation...and confidently drive the customer toward action.

What You Will Own:

--- Build a complete Restaurant Profile covering the restaurant’s concept, market, operations, capacity, fulfillment model, technology, diner behavior + realistic performance potential

--- Understand the Owner Persona --- what they care about...how they define value...which metrics they trust...where they are skeptical + how they prefer to communicate

--- Drive setup, link insertion, product activation + the behaviors required to create the first measurable customer outcome within 30 days

--- Compare expected performance to actual performance across orders, revenue, traffic, calls, directions, menu views, reviews, visibility, engagement + product adoption

--- Diagnose whether performance gaps are caused by setup...adoption...discoverability...restaurant operations...market conditions...customer perception or something else

--- Recommend the one or two actions most likely to improve the restaurant’s results --- not overwhelm the customer with a generic feature list

--- Identify implementation issues, adoption gaps, low perceived ROI, churn risk, Link Boost potential, multi-location opportunities + other appropriate expansion paths

--- Build a personalized Success Profile documenting the restaurant’s goals, KPIs, value proven, risks, growth opportunities, communication preferences + next best actions

--- Transition the account to Customer Success only when it is stable...the context is complete...initial value has been demonstrated + the next step is clear

--- Maintain strong operating discipline across CRM hygiene, documentation, follow-up commitments, task management + cross-functional execution

The 30/60/90 Customer Motion:

Days 1–30 --- Understand + Prove

The goal is to understand the account...set realistic expectations...complete the required activation work + prove an early measurable win.

--- Validate the data-generated Restaurant Profile through structured discovery

--- Understand the owner’s goals, priorities, skepticism, decision criteria + definition of value

--- Confirm the restaurant’s operating model, kitchen capacity, growth constraints + current ordering ecosystem

--- Complete core setup, link insertion, activation + the adoption behaviors relevant to that restaurant

--- Clearly explain what BeyondMenu can influence + how value will be measured

--- Never make unsupported promises around orders or revenue

--- Document at least one credible and measurable customer outcome within the first 30 days

Success at Day 30 means: We understand the restaurant + owner...core setup is complete...initial adoption is established + measurable value has started to become visible.

Days 31–60 --- Diagnose + Optimize

The goal is to turn early performance data + customer feedback into a focused plan for improvement.

--- Compare expected performance to what is actually happening

--- Identify the largest gap, strength, constraint or opportunity

--- Determine the actual root cause --- not just the surface-level symptom

--- Recommend the one or two actions most likely to materially improve the outcome

--- Confirm whether the customer completed the action + measure whether it changed performance, adoption, engagement, sentiment or risk

--- Update the Restaurant Profile when actual customer behavior challenges the original hypothesis

--- Begin building the long-term Success Profile

Success at Day 60 means: The AM can clearly explain what we expected...what is actually happening...why the gap exists...what action we recommended + whether it worked.

Days 61–90 --- Advise + Transition

The goal is to stabilize the account...reinforce the value story...finalize the long-term plan + complete a no-reset handoff to Customer Success.

--- Confirm what is working...what is not + what matters most to the owner

--- Translate the results into a clear recommendation for the next phase

--- Finalize the Success Profile with value proven, adoption status, risks, opportunities, communication guidance + next best actions

--- Conduct a structured handoff so Customer Success inherits the complete customer context

--- Transition the account when it is ready --- we should not hold a healthy account until Day 90 simply because the framework says 90 days

Success at transition means: Customer Success receives a stable account...a complete profile...a credible value story + clear ownership of the next action.

Challenger-Based Selling:

This role requires demonstrated Challenger-based selling ability in a post-sale environment.

Challenger selling does not mean being confrontational --- it means using insight, data + business judgment to help the owner recognize an opportunity or risk they may not see on their own...while maintaining trust + taking responsibility for moving the conversation forward.

Teach

Bring a clear point of view grounded in the restaurant’s profile, market, operating model + actual performance.

Help the owner understand what is driving the result --- especially when they are overly focused on one metric or operating from an incomplete assumption.

Tailor

Connect the recommendation to that specific restaurant + owner.

The conversation should reflect their business model...goals...constraints...communication style...language + definition of success.

Take Constructive Control

Make a clear recommendation...explain why it matters...address resistance directly...establish mutual commitments + leave every meaningful conversation with a defined next step.

Challenge With Evidence + Empathy

Acknowledge the owner’s concern without automatically accepting their conclusion.

Separate perception from observed performance...introduce a stronger perspective + explain what the evidence suggests we should do next.

Commercialize Proven Value

Identify expansion opportunities only after value + fit have been established.

Growth recommendations should connect directly to the customer’s Success Profile --- not feel like an unrelated or forced upsell.

The conversation should sound like:

“Based on your type of restaurant + market...this is what we expected --- this is what we are actually seeing --- here is where you are doing well...here is the biggest opportunity + here is what I recommend we do next.”

How Success Will Be Measured:

--- Setup + required product activation

--- Time to First Value

--- Percentage of accounts with a measurable customer outcome within 30 days

--- Product adoption + improvement in the behaviors expected for each Restaurant Profile

--- Quality + completeness of Restaurant Profiles, Owner Personas, Performance Diagnoses + Success Profiles

--- Percentage of accounts transitioned with a complete and actionable AM-to-CS handoff

--- Customer engagement, sentiment + completion of agreed recommendations

--- Directional contribution toward M3 GRR above 95%

--- Intervention effectiveness --- what action was taken...what changed + whether it produced the intended outcome

--- Appropriate identification + progression of risk, Link Boost, multi-location + other expansion opportunities

What We Are Looking For:

--- 3+ years of success in strategic account management, Customer Success, consultative sales or another customer-facing commercial role

--- A measurable history of improving customer adoption, retention, account health or expansion

--- Demonstrated Challenger-based selling capability --- Teach, Tailor + Take Control

--- Strong discovery + diagnostic skills --- able to move from a surface-level issue to the root cause...quantified impact + prioritized recommendation

--- Strong data fluency --- comfortable comparing expected versus actual performance + turning the analysis into a clear customer story

--- Commercial judgment + confidence working directly with restaurant owners and operators

--- Strong follow-up, CRM hygiene, documentation + cross-functional execution

--- Ability to manage a high-volume portfolio without losing personalization

--- Experience in restaurant technology, SaaS, marketplaces, digital marketing, online ordering or SMB Customer Success is strongly preferred

--- Comfortable operating within an evolving model + helping us improve the playbook as we learn

--- Bilingual (English/Spanish) preferred.

What Candidates Must Demonstrate:

We are going to ask candidates to demonstrate the work --- not just talk about it.

Customer Case Exercise

Review a sample Restaurant Profile + performance dataset...identify the largest gap + create a practical 30/60/90 approach.

Challenger Role-Play

Lead a conversation with a skeptical restaurant owner whose definition of value is incomplete...teach a relevant insight...tailor the recommendation...handle resistance + take control of the next step.

Portfolio Prioritization

Explain how you would prioritize healthy, underutilized, underperforming, at-risk, high-value + expansion-ready accounts.

Proof From Experience

Provide a specific example where your discovery + recommendation changed a customer’s thinking, behavior or business outcome.

Handoff Judgment

Show what information must be understood + documented before an account should transition into long-term Customer Success.

The Standard:

A strong Strategic Account Manager does not complete a checklist + move on.

They understand the restaurant...prove relevant value...make a clear recommendation...measure whether it worked + leave the next owner of the relationship with more intelligence than they started with.

The operating loop is simple:

What should happen --- what does success look like --- what is happening now --- what should we do next --- did it work?

Then repeat.

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.