Strategic Account Manager

BeyondMenu Account ManagerBeyondMenu 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 potentialUnderstand the Owner Persona --- what they care about...how they define value...which metrics they trust...where they are skeptical + how they prefer to communicateDrive setup, link insertion, product activation + the behaviors required to create the first measurable customer outcome within 30 daysCompare expected performance to actual performance across orders, revenue, traffic, calls, directions, menu views, reviews, visibility, engagement + product adoptionDiagnose whether performance gaps are caused by setup...adoption...discoverability...restaurant operations...market conditions...customer perception or something elseRecommend the one or two actions most likely to improve the restaurant's results --- not overwhelm the customer with a generic feature listIdentify implementation issues, adoption gaps, low perceived ROI, churn risk, Link Boost potential, multi-location opportunities + other appropriate expansion pathsBuild a personalized Success Profile documenting the restaurant's goals, KPIs, value proven, risks, growth opportunities, communication preferences + next best actionsTransition the account to Customer Success only when it is stable...the context is complete...initial value has been demonstrated + the next step is clearMaintain strong operating discipline across CRM hygiene, documentation, follow-up commitments, task management + cross-functional executionThe 30/60/90 Customer Motion:Days 1–30 --- Understand + ProveThe 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 discoveryUnderstand the owner's goals, priorities, skepticism, decision criteria + definition of valueConfirm the restaurant's operating model, kitchen capacity, growth constraints + current ordering ecosystemComplete core setup, link insertion, activation + the adoption behaviors relevant to that restaurantClearly explain what BeyondMenu can influence + how value will be measuredNever make unsupported promises around orders or revenueDocument at least one credible and measurable customer outcome within the first 30 daysSuccess 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 + OptimizeThe goal is to turn early performance data + customer feedback into a focused plan for improvement.Compare expected performance to what is actually happeningIdentify the largest gap, strength, constraint or opportunityDetermine the actual root cause --- not just the surface-level symptomRecommend the one or two actions most likely to materially improve the outcomeConfirm whether the customer completed the action + measure whether it changed performance, adoption, engagement, sentiment or riskUpdate the Restaurant Profile when actual customer behavior challenges the original hypothesisBegin building the long-term Success ProfileSuccess 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 + TransitionThe 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 ownerTranslate the results into a clear recommendation for the next phaseFinalize the Success Profile with value proven, adoption status, risks, opportunities, communication guidance + next best actionsConduct a structured handoff so Customer Success inherits the complete customer contextTransition the account when it is ready --- we should not hold a healthy account until Day 90 simply because the framework says 90 daysSuccess 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.TeachBring 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.TailorConnect the recommendation to that specific restaurant + owner.The conversation should reflect their business model...goals...constraints...communication style...language + definition of success.Take Constructive ControlMake 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 + EmpathyAcknowledge 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 ValueIdentify 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 activationTime to First ValuePercentage of accounts with a measurable customer outcome within 30 daysProduct adoption + improvement in the behaviors expected for each Restaurant ProfileQuality + completeness of Restaurant Profiles, Owner Personas, Performance Diagnoses + Success ProfilesPercentage of accounts transitioned with a complete and actionable AM-to-CS handoffCustomer engagement, sentiment + completion of agreed recommendationsDirectional contribution toward M3 GRR above 95%Intervention effectiveness --- what action was taken...what changed + whether it produced the intended outcomeAppropriate identification + progression of risk, Link Boost, multi-location + other expansion opportunitiesWhat We Are Looking For:3+ years of success in strategic account management, Customer Success, consultative sales or another customer-facing commercial roleA measurable history of improving customer adoption, retention, account health or expansionDemonstrated Challenger-based selling capability --- Teach, Tailor + Take ControlStrong discovery + diagnostic skills --- able to move from a surface-level issue to the root cause...quantified impact + prioritized recommendationStrong data fluency --- comfortable comparing expected versus actual performance + turning the analysis into a clear customer storyCommercial judgment + confidence working directly with restaurant owners and operatorsStrong follow-up, CRM hygiene, documentation + cross-functional executionAbility to manage a high-volume portfolio without losing personalization