Strategic Account Manager

About the Role

BeyondMenu helps 15,000 independent restaurants win with digital hospitality—SEO, online ordering, guest engagement, retention, and revenue‑driving tools built specifically for owner‑operators. This role owns the restaurant’s first 30–90 days after the sale, driving implementation, proving measurable value, and building a Success Profile that enables Customer Success to continue the relationship without restarting discovery. It is a proactive, analytical position rather than a reactive support role.

Key Responsibilities

• Build a complete Restaurant Profile covering concept, market, operations, capacity, fulfillment model, technology, diner behavior, and realistic performance potential.
• Understand the Owner Persona—what they care about, how they define value, which metrics they trust, where they are skeptical, and their communication preferences.
• Drive setup, link insertion, product activation, and the behaviors required to create the first measurable customer outcome within 30 days.
• Compare expected performance to actual performance across orders, revenue, traffic, calls, directions, menu views, reviews, visibility, engagement, and product adoption.
• Diagnose performance gaps—identifying whether they stem from setup, adoption, discoverability, restaurant operations, market conditions, customer perception, or other factors.
• Recommend one or two high‑impact actions to improve results, avoiding overwhelming the customer with generic feature lists.
• Identify implementation issues, adoption gaps, low perceived ROI, churn risk, Link Boost potential, multi‑location opportunities, and other appropriate expansion paths.
• Build a personalized Success Profile documenting goals, KPIs, value proven, risks, growth opportunities, communication preferences, and next best actions.
• Transition the account to Customer Success only when it is stable, the context is complete, initial value has been demonstrated, and the next step is clear.

30/60/90 Day Motion

• Days 1–30 – Understand + Prove
  • Validate the data‑generated Restaurant Profile through structured discovery.
  • Understand the owner’s goals, priorities, skepticism, decision criteria, and definition of value.
  • Confirm operating model, kitchen capacity, growth constraints, and current ordering ecosystem.
  • Complete core setup, link insertion, activation, and relevant adoption behaviors.
  • Explain what BeyondMenu can influence and how value will be measured; avoid unsupported promises.
  • Document at least one credible, measurable customer outcome within the first 30 days.
• Days 31–60 – Diagnose + Optimize
  • Compare expected performance to actual results.
  • Identify the largest gap, strength, constraint, or opportunity.
  • Determine the root cause—not just the surface‑level symptom.
  • Recommend one or two actions most likely to materially improve the outcome.
  • Confirm execution of recommendations and measure impact on performance, adoption, engagement, sentiment, or risk.
  • Update the Restaurant Profile when actual behavior challenges the original hypothesis.
  • Begin building the long‑term Success Profile.
• Days 61–90 – Advise + Transition
  • Confirm what is working, what is not, and what matters most to the owner.
  • Translate results into a clear recommendation for the next phase.
  • Finalize the Success Profile with value proven, adoption status, risks, opportunities, communication guidance, and next best actions.
  • Conduct a structured handoff so Customer Success inherits the complete customer context.
  • Transition the account when ready—do not hold a healthy account until Day 90 solely because of the framework.

Success Metrics

• Completion of required product activation and setup.
• Time to First Value.
• Percentage of accounts with a measurable customer outcome within 30 days.
• Product adoption and improvement in behaviors expected for each Restaurant Profile.
• Quality and completeness of Restaurant Profiles, Owner Personas, Performance Diagnoses, and Success Profiles.
• Percentage of accounts transitioned with a complete and actionable AM‑to‑CS handoff.
• Customer engagement, sentiment, and completion of agreed recommendations.
• Directional contribution toward M3 Gross Revenue Retention (GRR) above 95%.
• Intervention effectiveness—what action was taken, what changed, and whether it produced the intended outcome.
• Identification and progression of risk, Link Boost, multi‑location, and other expansion opportunities.

Qualifications

• 3+ years of success in strategic account management, Customer Success, consultative sales, or another customer‑facing commercial role.
• Measurable history of improving customer adoption, retention, account health, or expansion.
• Demonstrated Challenger‑based selling capability—teach, tailor, and take control.
• Strong discovery and diagnostic skills; ability to move from surface‑level issues to root causes, quantify impact, and prioritize recommendations.
• Data fluency—comfortable comparing expected versus actual performance and turning analysis into a clear customer story.
• Commercial judgment and confidence working directly with restaurant owners and operators.
• Strong follow‑up, CRM hygiene, documentation, and cross‑functional execution.
• Ability to manage a high‑volume portfolio without losing personalization.
• Experience in restaurant technology, SaaS, marketplaces, digital marketing, online ordering, or SMB Customer Success is strongly preferred.
• Comfort operating within an evolving model and contributing to playbook improvements.
• Bilingual (English/Spanish) preferred.

Candidate Demonstrations

• Customer Case Exercise: Review a sample Restaurant Profile and performance dataset, identify the largest gap, and create a practical 30/60/90 approach.
• Challenger Role‑Play: Lead a conversation with a skeptical restaurant owner whose definition of value is incomplete; teach a relevant insight, tailor the recommendation, handle resistance, and take control of the next step.
• Portfolio Prioritization: Explain how you would prioritize healthy, underutilized, underperforming, at‑risk, high‑value, and expansion‑ready accounts.
• Proof From Experience: Provide a specific example where your discovery and recommendation changed a customer’s thinking, behavior, or business outcome.
• Handoff Judgment: Show what information must be understood and documented before an account should transition into long‑term Customer Success.