Client Success Specialist

About the Role

At Popmenu, we’re redefining how restaurants connect with guests. As a Client Success Specialist, you will play a crucial role in our mission by directly engaging with restaurant clients through proactive outreach. Your focus will be to drive feature adoption, demonstrate the platform's value, and serve as a resource for basic account-related questions.

This role blends consultative outreach, relationship building, and support. You’ll help clients understand why features matter, not just how to use them - and you’ll nudge them toward deeper engagement with Popmenu’s tools.

What You’ll Do

• Client Outreach and Cold Calling

• Conduct proactive outbound calls to assigned client segments (including cold outreach to low-engagement clients).

• Position feature usage and upgrades in the context of the client’s business goals.

• Spark curiosity and drive action - help clients “see what they’re missing.”

• Drive Value and Adoption

• Explain the benefits of core and add-on features in plain language that resonates with restaurant operators.

• Track adoption milestones and follow up to celebrate wins or remove blockers.

• Support small business owners in taking ownership of their success with Popmenu.

• Support and Triage

• Answer basic account questions related to billing, login, permissions, or feature functionality.

• Flag technical issues or complex concerns to the appropriate internal team.

• Document interactions and outcomes in CRM tools with attention to detail.

• Internal Collaboration

• Partner with onboarding, support, and success teams to ensure a seamless client journey.

• Share insights and trends that inform product, marketing, and retention efforts.

Requirements

What You Bring:

• 1-2 years in a customer-facing role - ideally in SaaS, hospitality tech, or a call-heavy environment.

• Comfortable on the phone and energized by helping people take action.

• Ability to communicate value clearly and persuasively.

• A service mindset with curiosity to dig into client goals and challenges.

• Familiarity with restaurant operations is a plus.

• Experience with tools like Salesforce or Gainsight is a bonus.