Customer Success Manager

About Slang AI

Slang AI redefines customer engagement through conversational AI, transforming the restaurant industry with its ultimate voice AI solution.

What Your Experience Will Be

• Owning the customer journey for a book of independent restaurants and small groups, from initial results review to renewal and expansion.
• Running business reviews that reframe what "working" means, digging into call data to find mishandled intents, and coaching operators through menu changes.
• Working closely with Sales on expansion, Support on escalations, and Product on feedback loops.
• Spending less time firefighting and more time on retention and adoption, leveraging AI tools in your workflow.
• Building depth in restaurant operations, voice AI, and scaling retention and expansion at scale.

Why You Belong Here

• A culture rooted in hospitality, ownership, and clarity, where every “Slangsta” feels valued, supported, and connected to the broader impact of work.
• Direct line to Product and a leadership team that reads what you send, encouraging questioning and process changes.
• Real and specific growth paths including senior IC work, team leadership, or a move into onboarding, support strategy, or product operations.

What Success Looks Like

• Retention and renewal ownership, spotting risks early and running a documented save motion when needed.
• Driving real usage of core features tied to operator metrics and re-engaging accounts with flat usage curves.
• Surfacing additional-location and use-case opportunities, qualifying them, and partnering with Sales to close.
• Running crisp, data-grounded business reviews with GMs and owners that reframe conversations from "is this working" to "what's next."
• Product fluency and technical confidence, explaining configurations, diagnosing issues, and walking non-technical operators through fixes.
• Voicing customer concerns, giving usable signal to Product and Support, and closing the loop back to customers when something ships.

What You Will Bring

• Experience in customer success, account management, or another client-facing role owning retention and growth outcomes, with SMB or high-volume book experience preferred.
• Hospitality context: Background in restaurants, hospitality tech, or adjacent operator-facing SaaS, with familiarity with phone systems, POS, or reservation platforms preferred.
• Business acumen: Understanding how a restaurant makes money and connecting product usage to covers, labor, and guest experience.
• AI fluency: Active use of AI tools in daily work, drafting, research, data summarization, and speaking credibly about AI to skeptical operators.
• Communication: Clear, concise, and warm in writing, defusing frustrated emails and making complicated fixes sound simple.
• Ownership and prioritization: Running your book with discipline, knowing which of the forty things matters today and explaining why.
• Adaptability: Steady in ambiguity, open to feedback, and comfortable when the process you follow is being written.

Career Path

• Senior IC work on strategic and multi-unit accounts.
• Team leadership.
• Moves into onboarding, support strategy, or product operations.

Compensation & Location

• Location-based compensation, benchmarked against local market data aligned to the employee’s primary work location.
• Total compensation includes a mix of cash and equity, with a range of $92,000 - $104,000 for base compensation and variable compensation TBD.
• Equity included in the offer package.