Customer Success Manager

Customer Success Manager

As a Customer Success Manager on our SMB team, you'll own the customer journey for a book of independent restaurants and small groups, from initial results review, through adoption, renewal, and expansion. Your day starts with the accounts that need you: a GM whose host stand is ignoring the tablet, a two-location group deciding whether to roll Slang out to store three, a renewal sixty days out with a usage curve that's flattened. You'll run the business review that reframes what "working" means, dig into call data to find the intent that's getting mishandled, and coach an operator through a menu change that will quietly break their answers if nobody updates it.

You'll report to the Head of Customer Experience at Slang. You'll work day to day alongside a team of CSMs and partner closely with Sales on expansion, Support on escalations, and Product on the feedback loops that turn recurring customer pain into a roadmap. Because our SMB segment is large and our support volume is comparatively light, you'll spend less time firefighting and more time on the thing that actually moves retention: making sure the product is configured well, adopted broadly, and understood by the people who touch it every shift.

This is a role for someone who wants leverage, not just coverage. You'll help shape our digital success motion: the automated sequences, in-product nudges, and adoption playbooks that let a small team serve a lot of restaurants well, and you'll use AI tooling in your own workflow to prep accounts, summarize call trends, and draft customer communications faster than the old way allowed. The role is primarily remote, with occasional travel to headquarters, customer sites, and company offsites.

Why You Belong Here and How You Will Grow

Slang is built by people who take hospitality seriously as a craft, not a slogan. "Be a Good Host" is one of our values and it shows up internally as much as externally — in how we onboard new Slangstas, how we handle a customer who's frustrated, and how we treat each other when something breaks at 6pm on a Friday. If you've worked in restaurants, you'll recognize the rhythm. If you haven't, you'll learn it fast, because the team teaches.

We also live "Humility Ability", curiosity over certainty. You'll be encouraged to question the playbook, including the parts you inherited. Some of our best process changes have come from a CSM noticing the same problem three times and saying so. You'll have a direct line to Product and a leadership team that reads what you send.

Growth here is real and it's specific. You'll build depth in restaurant operations, voice AI, and the mechanics of retention and expansion at scale. Depending on where you want to go, the paths from this seat include senior IC work on strategic and multi-unit accounts, team leadership, or a move into onboarding, support strategy, or product operations. We invest in training, give feedback often, and talk about career direction before you have to ask.

What Success Looks Like

• Retention and renewal ownership. You own renewal outcomes across your book, spot risk early through usage and sentiment signals rather than after the fact, and run a documented save motion when an account wobbles.
• Adoption that sticks. You drive real usage of core features, not just go-live. You tie adoption to the operator's own metrics (missed calls, cover counts, staff hours) and you re-engage accounts whose usage curve flattens.
• Expansion and NRR contribution. You surface additional-location and additional-use-case opportunities, qualify them, and partner with Sales to close. You carry a share of the team's NRR goal.
• Business reviews that change behavior. You run crisp, data-grounded reviews with GMs and owners that reframe the conversation from "is this working" to "here's what we do next."
• Product fluency and technical confidence. You can explain how Slang is configured, diagnose why a call flow is misfiring, and walk a non-technical operator through a fix without making them feel stupid.
• Voice of the customer. You escalate patterns, not one-offs. You give Product and Support usable signal and you close the loop back to the customer when something ships.

What You Will Bring

• Experience: 3+ years in customer success, account management, or another client-facing role owning retention and growth outcomes. SMB or high-volume book experience is strongly preferred.
• Hospitality context: Background in restaurants, hospitality tech, or adjacent operator-facing SaaS. Preferred: familiarity with phone systems, POS, or reservation platforms (OpenTable, Resy, SevenRooms, Toast).
• Business acumen: You understand how a restaurant actually makes money and can connect product usage to covers, labor, and guest experience. Comfortable with GMs, owners, and hourly staff alike.
• AI fluency: You actively use AI tools in your daily work. Drafting, research, data summarization, prep and can speak credibly about AI to skeptical operators. Awareness isn't enough; we want people who already work this way.
• Communication: Clear, concise, and warm in writing especially. You can defuse a frustrated email and make a complicated fix sound simple.
• Ownership and prioritization: You run your book with discipline. You know which of the forty things matters today and can explain why.
• Adaptability: You're steady in ambiguity, open to feedback, and comfortable when the process you're following is one you're also helping write.
• Nice to have: Experience building or refining scaled/digital CS programs.

How Work Affects My Life

As a Customer Success Manager at Slang, you'll spend your days making restaurant teams' lives measurably easier with fewer missed calls, less phone chaos during a rush, more time with guests who are actually in the room. In return:

• Work primarily remote with occasional travel to headquarters and company offsites
• Competitive salary and equity package reflecting your expertise and contributions
• Comprehensive benefits including health, dental, and vision insurance
• Professional development opportunities to enhance your skills and career trajectory
• Contribute to a company mission that transforms the restaurant and hospitality industry

You'll finish this role understanding how technology actually gets adopted by people who never asked for it, which is a lesson that travels far beyond restaurants.

Compensation & Location

Compensation for this role is location-based and benchmarked against local market data aligned to the employee's primary work location. Total compensation includes a mix of cash and equity and may vary by location, role level, and experience. Our range is therefore wide and not meant as a negotiation range.

Base Compensation: $92,000 - $104,000

Variable Compensation: TBD

Equity: Included in offer package

Our Vision

Calling a business shouldn't feel like a robot-hostage situation, where you're forced to listen to horrible music and can't reach a human, while enduring a soulless voice uttering "I'm sorry I didn't quite get that" on repeat for eternity. (shudder) That's why we started Slang AI We use the latest AI and audio wizardry to make transacting via voice so enjoyable it's more human than human. By 2030, we will save businesses and consumers 1 billion minutes of precious time while transforming voice channels into the preferred mode of communication (it's faster and easier than text).

We have backgrounds building product at companies like Spotify, Buzzfeed, the New York Times, and OpenTable —shipping experiences that have reached hundreds of millions of users. Now, we're using our backgrounds to start a new culture, one that puts product and human-centered design above all else while fostering constant learning and growth. Sound like something you'd like to be part of? Get on board.

Our Values

Overachiever Fever. We're overachievers (we don't know any other way)

AI Native. We don't just sell AI. We are Al.

Humility Ability. We approach each other with curiosity and openness (know-it-alls not welcome!)

Be A Good Host. We build for hospitality. We should embody it.

About Slang AI

Slang AI is redefining customer engagement through conversational AI, making every interaction seamless and efficient. Our mission is to transform the restaurant industry by providing the ultimate voice AI solution for consistently outstanding customer