Customer Success Manager

About Sadie 

Sadie is revolutionizing the way hospitality businesses handle customer interactions through intelligent voice automation and AI. Whether it’s taking bookings, answering calls, or managing orders, Sadie acts as a smart, always-on AI Host that integrates seamlessly with a business’s existing systems. 

We specialize in creating best-in-class voice experiences for restaurants and hotels, and we’re just getting started. As we scale globally, we’re looking for a Customer Success Manager to help ensure every customer experience is exceptional—from day one onward. 

 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 Will 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 

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