Senior Customer Success Manager

Customer Success Manager (CSM)

Sauce is a premier restaurant technology platform that helps businesses grow with our commission-free delivery and pickup structure and proprietary delivery optimization technology. We are serving a 105 billion dollar US local restaurant business. Headquartered in NYC and Tel-Aviv, Sauce wants restaurants to fulfill their highest potential, this means giving local establishments everything they need to connect directly with their customers. The Sauce team pools together decades of restaurant tech experience, along with seasoned tech, sales, marketing, product, and operations executives who produce an industry-changing delivery system for successful local restaurants and chains.

We are looking for a Customer Success Manager (CSM) to help secure the long-term success of our restaurant partners. You will provide support throughout their entire life cycle from onboarding, to adoption, to retention. This role is essential to ensuring that our customers have a world-class experience and opportunities to further develop their business. The Sauce CS team is the heartbeat of our customers. We are a diverse, global team working to help our customers meet their business goals through creative problem-solving, data, and deep product knowledge. We're empathetic relationship builders, curious minds, doers, thinkers, strategizers, and friendly humans. The passion we have for the Sauce mission makes it easy to be obsessed with our customers.

This role is remote and reports to the Director of Customer Success.

What You'll Do

• Own the book
• Manage a growing set of SMB restaurant accountstrack usage, adoption, health scores, forecast renewals, and hit quarterly NRR targets.
• Identify expansion, upsell, cross-sell, and referral opportunities; partner with Sales to close them.
• Drive adoption & ROI Train operators on Sauce's platform and best practices, translating "dollars saved" and "orders gained" into clear next steps.
• Run data-driven business reviews (QBRs) and health checks to surface wins and unblock growth.
• Advocate for the customer Gather feedback, diagnose root causes, and route insights to Product & Ops for continuous improvement.
• Serve as an escalation point for time-sensitive issues, coordinating with Support until resolution.
• Work as one team Partner closely with Onboarding to deliver smooth go-lives.
• Share playbooks, metrics, and voice-of-customer trends with Marketing, Sales, and Leadership.

What Sets You Up For Success

What We Offer

Sauce is an equal opportunity workplace and an affirmative action employer. We welcome all qualified applicants regardless of race, color, ancestry, religion, sex (including pregnancy and related conditions), national origin, sexual orientation, age, marital status, disability (physical or mental), gender identity, gender expression, genetic information, veteran status, citizenship, immigration status, or any other classification, category, or characteristic protected by applicable federal, state, or local laws. We understand the importance of creating a more diverse and inclusive workplace and celebrate our employees for their differences.