Senior Customer Success Manager

Sauce is a premier restaurant technology platform that helps businesses grow with our Commission-Free Delivery & 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 & Grow Your Book of BusinessManage a portfolio of NYC-based restaurant partners, owning adoption, health, renewals, and net revenue retention (NRR).
• Forecast renewals and expansion accurately, consistently hitting or exceeding quarterly targets.
• Identify upsell, cross-sell, expansion, and referral opportunities, partnering with Sales to close.
• Drive Adoption, ROI & RetentionLead onboarding reinforcement, ongoing enablement, and change management for operators and their teams.
• Clearly translate Sauce’s impact into “orders gained,” “fees avoided,” and “profit protected.”
• Conduct data-driven QBRs, health checks, and in-person visits to reinforce value and uncover growth opportunities.
• Be the Voice of the CustomerGather structured and unstructured feedback from restaurant partners.
• Identify trends, diagnose root causes, and escalate insights to Product and Operations to improve the platform and customer experience.
• Serve as a senior-level escalation point for high-impact or time-sensitive issues, ensuring fast resolution and clear communication.
• Lead Cross-FunctionallyPartner closely with Onboarding to ensure smooth go-lives and early success.
• Collaborate with Support, Sales, Marketing, and Leadership to share playbooks, best practices, and voice-of-customer insights.
• Contribute to the evolution of CS processes, metrics, and playbooks as Sauce scales.

What Sets You Up For Success

• 5+ years of experience in Customer Success, Account Management, or Strategic Partnerships (SaaS preferred).
• Experience managing restaurant, hospitality, or multi-location SMB accounts is strongly preferred.
• Strong understanding of off-premise ordering, delivery logistics, and restaurant unit economics.
• Comfortable working in Salesforce, HubSpot, or similar CRMs, and fluent in Excel/Google Sheets for KPI analysis.
• Confident, consultative communicator who can coach busy operators in person and over Zoom.
• Highly organized, data-driven, and proactive—you anticipate issues before they become problems.
• Comfortable traveling ~40% locally within the NYC market for onsite visits and relationship building.
• Passion for helping local businesses grow and win.
• Knowledge of Hebrew is a big plus.

What We Offer

• Strong & Competitive Compensation Package
• Company-Sponsored Insurance Package (Health, Dental, Vision, Mental Health)
• Paid Parental Leave
• Flexible Work Environment
• Responsible Paid Time Off Policy

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. We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.