Customer Success Manager

Job Title: Customer Success Manager

Location: Remote – India

• About Us

At Supy, we are transforming the restaurant industry with our data-driven inventory management software. Our platform enables multi-branch restaurants to cut costs, reduce waste, and maximize profits by providing real-time data, actionable insights, and time-saving automation. Join our mission to revolutionize restaurant operations through innovative technology and seamless customer experiences.

• Role Overview

We are seeking a Customer Success Manager (Remote – India) with a strong background in B2B SaaS, hospitality technology, or POS systems tailored for restaurants. Prior experience as a Cost Controller for restaurants will be highly valued, as this knowledge is critical for understanding the unique needs of the industry and delivering value through our solutions.

As a CSM at Supy, you will be the primary point of contact for restaurants using our platform, ensuring they maximize its value and achieve their operational and financial goals. You will collaborate closely with restaurant teams to build long-term relationships, drive product adoption, and deliver exceptional results—all while working remotely from India.

• Key Responsibilities

• Onboarding Restaurants: Guide restaurants through smooth onboarding, ensuring seamless integration and adoption of Supy’s solutions.
• Restaurant Engagement: Act as a trusted advisor, providing insights to optimize inventory management and procurement.
• Driving Product Adoption: Train and support restaurant teams on features aligned with their operations.
• Relationship Management: Build and nurture long-term partnerships with stakeholders across restaurant teams.
• Resolving Issues: Proactively identify challenges and deliver tailored solutions, liaising with Supy’s internal teams.
• Upselling and Renewals: Spot opportunities to expand Supy’s impact and secure renewals.
• Feedback Sharing: Relay restaurant feedback to the product team to continuously improve the platform.
• Performance Reporting: Monitor and analyze KPIs, preparing reports that demonstrate ROI.

• Key Performance Indicators (KPIs)

• Restaurant Retention Rate – Ensure high satisfaction and minimal churn.
• Net Promoter Score (NPS) – Drive strong customer advocacy.
• Product Adoption Rate – Increase engagement with core features.
• Renewal Rate – Achieve strong renewal targets.
• Upsell Revenue – Contribute to revenue growth.
• Resolution Time – Resolve issues promptly within SLA commitments.

QualificationsExperience:

• 3+ years in Customer Success or Account Management within B2B SaaS, hospitality tech, or POS/restaurant tech.
• Prior experience as a Cost Controller in restaurants is a strong plus.

Industry Knowledge:

• Deep understanding of restaurant operations, procurement, and cost management.

Skills

• Strong interpersonal and communication skills.
• Ability to manage multiple restaurant accounts effectively.
• Analytical mindset; skilled at using data to drive decisions.
• Familiarity with CRM and customer success tools (e.g., Salesforce, Gainsight, HubSpot).

Technical Knowledge:

• Basic understanding of SaaS platforms and APIs (preferred).

Customer Focus:

• Passionate about helping restaurants succeed through technology.

Education

• Bachelor’s degree in Business, Hospitality Management, or related fields preferred.
• Application Instructions

As part of your application, please record a 2–3 minute Loom video (or similar tool) answering the following:

• Why do you believe you’d be a great fit for Supy?
• Share an example of when you helped a restaurant or hospitality client improve cost control, inventory management, or overall success.
• Supy CSMs often manage multiple client onboardings at the same time. How would you ensure every client feels supported and successful?