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. 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.