CSM, Solutions (Early stage start-up, B2B SaaS)

About Us

As a stealth-mode start-up incubated within a software consultancy, our mission is to revolutionize the restaurant industry through seamless and personalized customer experiences. Our dynamic team is dedicated to transforming how restaurants operate with our cutting-edge Enterprise Restaurant Operations SaaS solution, helping them increase efficiency, drive revenue, increase loyalty and enhance guest satisfaction. We’re on the lookout for passionate individuals to join us on this exciting journey.

The Opportunity

We’re looking for a commercially-minded Customer Success Manager (CSM) to own and grow relationships with our enterprise and mid-market customers. This role sits at the intersection of account management, customer advocacy, and revenue growth.

You’ll be responsible for driving renewals, upsells, and cross-sells, while deeply understanding customer pain points and feeding insights back into Product, Sales, and Operations. Success in this role means customers stay longer, use more of our platform, and see clear ROI from our product.

What you will do

Customer Relationship & Retention

• Own a portfolio of restaurant customers across Enterprise and mid-market segments

• Act as the primary point of contact post-onboarding

• Build trusted, long-term relationships with owners, operators, and managers

• Drive strong renewal outcomes through proactive engagement and value delivery

Upselling & Cross-Selling

• Identify expansion opportunities across additional features, modules, locations, or licenses

• Proactively position relevant upsell and cross-sell solutions based on customer needs

• Forecast and manage the expansion pipeline in collaboration with Sales

• Confidently handle commercial conversations, objections, and negotiations

Pain Point Discovery & Value Creation

• Regularly uncover operational, financial, and workflow pain points within restaurant operations

• Translate customer challenges into clear product value propositions

• Share structured customer feedback with Product and Engineering teams

• Advocate internally for customer needs and feature improvements

Account Health & Success Metrics

• Monitor usage, adoption, and engagement metrics

• Identify churn risk early and execute retention strategies

• Conduct regular business reviews (QBRs) to demonstrate ROI and outcomes

• Maintain accurate account notes, health scores, and forecasts in the CRM

Cross-Functional Collaboration

• Partner closely with Sales on expansions and renewals

• Work with Product and Support to resolve issues and improve customer experience

• Contribute to playbooks, success frameworks, and scalable CS processes

Requirements

Must-Have

• 2-5+ years experience in Customer Success, Account Management, or SaaS Sales

• Proven experience with renewals, upselling, or cross-selling in a B2B SaaS environment

• Strong discovery skills - able to ask the right questions and uncover real customer pain

• Commercially confident with strong negotiation and influencing skills

• Comfortable managing multiple accounts and priorities simultaneously

Nice-to-Have

• Experience in restaurant tech, hospitality, POS, payments, or operations software

• Familiarity with CRM tools and CS platforms

• Experience working with multi-location or franchise customers

• Data-driven mindset with comfort using metrics to guide decisions

Why Join Us?

• Innovation at Scale: Be part of a transformative project that will redefine how restaurants operate and serve customers.

• Dynamic Environment: Work in a fast-paced, vibrant office filled with innovative thinkers who share your passion for technology.

• Growth Opportunities: As an early team member, you’ll have ample opportunities for professional growth and leadership in a rapidly scaling startup.

• Be Part of Something Bigger: Potential to earn equity for early employees and shape the future of a game-changing SaaS platform.

Why You’ll Love Working Here

• You’ll feel proud of every product we ship. We care deeply about quality, design, and doing things right-our name stands for excellence.

• You’ll be surrounded by high performers. We’re a tight-knit, ambitious team that pushes each other to grow and thrive.

• We're built differently. We’ve been profitable and bootstrapped since day one-no VC pressures, just smart, sustainable growth.

• We take pride in craftsmanship. Whether it's code, design, or delivery, we hold ourselves to a high bar-because the little things shape the big picture.

• Growth is part of the job. Through regular one-on-ones, structured feedback, and a clear levelling framework, we support every team member’s growth-not just in technical skills, but in communication, collaboration, and leadership.

• AI allowance, your way. Each year, you'll get a dedicated budget to explore AI tools, platforms, and learning resources that boost your productivity and skills. Dive into Pluralsight, PragPub, e-books, and more-wherever your curiosity takes you.

• We’ve got your back. From day one, you’ll get private medical insurance, social welfare coverage, and a company care fund.

• We invest in your future. We match your monthly Provident Fund contributions to help you build long-term security.

• We support your move. If you're joining us from abroad, we’ll take care of your visa, work permit, and provide a relocation package to help you settle in smoothly.

• Flexibility that fits. We support a hybrid workstyle, giving you the freedom to find the right rhythm between home and office life.

• Work with the right tools. We’ll set you up with a MacBook and a large external monitor so you can work comfortably and efficiently.

• A workspace that works for you. Our modern office in the heart of Bangkok (Interchange 21) is steps away from BTS Asoke and MRT Sukhumvit.

• Stay fueled. Our kitchen is always stocked with drinks and snacks.

• Take the time you need. Enjoy 25 days of paid leave a year (including public holidays), plus a sabbatical month every 3 years.

• Celebrate your journey. From anniversary gifts to yearly company outings and spontaneous team activities, we make time for fun and appreciation.

• ...and more perks to make work feel better.

If you are passionate about driving growth and working in a fast-paced, innovative environment, we would love to hear from you!

We keep our recruitment process practical and straightforward.

To learn more about how we work, check our handbook named Compass, Github organization, and Medium account.

Want to see what we have built? Check our Dribbble and Behance accounts.

Want to keep in touch with us? Follow us on Facebook, Instagram, and LinkedIn.

Nimble is an equal opportunity employer.