Client Success Manager

3 days ago

Kuala Lumpur, Kuala Lumpur, Malaysia Tarro Full time
About us

Here at Tarro we build products that empower small brick and mortar restaurants by liberating them of the operational burden of running their business. We accomplish this by providing a frictionless connection between them and their customers through our multi-product ecosystem offering AI-enabled order taking, delivery enablement, payment solutions, and point-of-sale software. At Tarro, we use a combination of bits (technology) and atoms (people) to solve real world problems facing small business owners.

We obsess over placing our customers first and working backwards from there. When our customers succeed, we succeed. The restaurant industry in the US is over a $1 trillion total addressable market (TAM), but remains relatively underserved by technology. Large chains are able to afford expensive tech that gives them a huge advantage; we believe that small restaurant owners deserve access to the same technologies at an affordable price.

Tarro has been profitable for nearly a decade and seen 5x revenue growth in the last three years. As of our last fundraising round in mid-2022, we were valued at $450M and have since seen substantial growth across customer acquisition, product development and company headcount. Thousands of loyal restaurants have entrusted Tarro with their success, and together we have supported nearly 20 million customers. We are proud to be named one of Built In's top companies to work for in 2023.

To learn more about our culture, values and how you can be a part of helping mom & pop restaurants thrive, please visit us here

What we're looking for

We are seeking a Client Success Manager (CSM) to build lasting relationships with our restaurant clients, helping them grow and optimize their businesses using Tarro technology. As a CSM, you will act as a trusted advisor, aligning client goals with Tarro's products and services, and ensuring high levels of client satisfaction, retention, and growth.

This role works cross-functionally with Sales, Services, and Product teams to deliver seamless post-sales experiences and advocate for the client's voice within Tarro.

What you'll accomplish

  • Build and maintain strong, trust-based relationships with a portfolio of clients.

  • Drive product adoption, client satisfaction, and retention by aligning Tarro solutions with client goals.

  • Take ownership of client accounts, managing onboarding and serving as the primary point of contact for client needs.

  • Collaborate with clients to identify opportunities for upselling and cross-selling Tarro products.

  • Proactively engage with clients to ensure they maximize the value of Tarro's offerings.

  • Address and escalate client concerns effectively, ensuring resolution and follow-up.

  • Advocate for clients internally, providing actionable feedback to improve products and services.

  • Share best practices with the team to enhance client support and operational efficiency.

About you

  • Fluent in both Mandarin and English.

  • 2-3 years of experience in customer success, account management, or similar client-facing roles in a high-growth B2B environment.

  • Strong project management skills to oversee a dynamic portfolio of clients.

  • Excellent problem-solving and creative thinking skills, with exceptional attention to detail.

  • Outstanding communication skills, capable of translating complex processes into simple terms for non-technical clients.

  • Technical proficiency with CRM tools and general computer systems.

Bonus points

  • Experience in the restaurant technology or consumer-driven industries.

  • Familiarity with CSM tools and data-driven client success strategies.

  • A hands-on, adaptable mindset, thriving in fast-paced and collaborative environments.

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