Customer Success Manager

About Sadie
Sadie is transforming how restaurants engage with their customers using AI-powered voice technology. Our intelligent voice agent, Sadie, answers phone calls 24/7 to take bookings, manage reservations, answer FAQs, promote specials, and drive upsells—all without putting pressure on front-of-house staff. Sadie integrates with the world’s leading booking engines and POS systems to deliver a seamless guest experience and operational efficiency. 

We’re live in over 1,000 restaurants across Canada, the US, UK, Germany, and Australia, and we’re just getting started.

About The Role

As our Customer Success Manager, you’ll be the face of Sadie to our restaurant partners—responsible for onboarding, supporting, and growing relationships across our customer base. This role blends hands-on implementation, day-to-day relationship management, and process development. You’ll work closely with Product, Partnerships, Engineering, and Sales to ensure a frictionless experience and long-term customer happiness. 

What You'll Do 

Customer Onboarding & Implementation: 

• Manage the end-to-end onboarding of new restaurant partners 

• Set clear expectations, provide training, and ensure full system adoption 

• Collaborate with integration and support teams to deliver a fast, smooth go-live 

Ongoing Relationship Management:  

• Act as the main point of contact post-onboarding 

• Build trust and strong working relationships with restaurant operators and managers 

• Monitor customer health and proactively address issues before they escalate 

Voice of Customer & Feedback Loops:  

• Proactively gather, track, and analyze customer feedback 

• Identify patterns, surface pain points, and advocate for customer needs internally 

• Collaborate with Product and Engineering to prioritize improvements based on feedback 

Process Development & Internal Collaboration:

• Help document and improve scalable customer success playbooks 

• Work cross-functionally to ensure alignment across Sales, Product, Support, and Marketing 

• Develop new initiatives and support programs to improve retention and satisfaction 

Retention & Growth:

• Ensure customers understand the full value of Sadie and how to use all relevant features 

• Identify upsell opportunities or new integrations that add value 

• Support expansion and referrals within multi-location groups 

What You Bring

• Have 5+ years of experience in a customer success, account management, or hospitality tech role 

• Are highly organized, empathetic, and customer-obsessed 

• Love building relationships and solving problems 

• Have strong written and verbal communication skills (bilingual English/French is a plus) 

• Are comfortable working in fast-moving environments with competing priorities