Client Success Manager

About us:

Here at Wonders we build products that empower small brick and mortar restaurants by liberating them of the operational burden of running their business. We accomplish this by providing a frictionless connection between them and their customers through our multi-product ecosystem offering AI-enabled order taking, delivery enablement, payment solutions, and point-of-sale software. At Wonders, we use a combination of bits (technology) and atoms (people) to solve real world problems facing small business owners.

We obsess over placing our customers first and working backwards from there. When our customers succeed, we succeed. The restaurant industry in the US is over a $1 trillion total addressable market (TAM), but remains relatively underserved by technology. Large chains are able to afford expensive tech that gives them a huge advantage; we believe that small restaurant owners deserve access to the same technologies at an affordable price.

Wonders has been profitable for nearly a decade and seen 5x revenue growth in the last three years. As of our last fundraising round in mid-2022, we were valued at $450M and have since seen substantial growth across customer acquisition, product development and company headcount. Thousands of loyal restaurants have entrusted Wonders with their success, and together we have supported nearly 20 million customers. We are proud to be named one of Built In’s top companies to work for in 2023.

To learn more about our culture, values and how you can be a part of helping mom & pop restaurants thrive, please visit us here! Helping Independent Restaurants Thrive.

What we’re looking for:

As we enter our next phase of growth, Wonders is looking for a Client Success Manager to join the team! As a Client Success Manager (CSM), you will take on a strategist mindset to work with our restaurant clients to grow and optimize their businesses leveraging Wonders technology.

You are responsible for building and maintaining strong relationships with portfolio restaurant clients to ensure high levels of client satisfaction with retention and growth top of mind. You will work closely with our clients alongside Sales, Services, and Product Management teams to provide the most seamless post-sales experience and be an advocate internally for the clients.

What you’ll accomplish:

• You will build and maintain strong relationships with assigned clients.
• You will take a client-oriented relationship management approach to drive product adoption, client satisfaction, and overall client health.
• You will take ownership of accounts - manage their onboarding and serve as the main point of contact between clients and the rest of the Wonders team.
• You will strategize with clients to connect their business goals and challenges with Wonders’ products and services (for upsell and cross-sell).
• You will stay in touch with clients to ensure that they're realizing the full potential of Wonders’ products and services.
• You will ensure critical issues are well-documented and properly escalated in an expeditious manner for resolution.
• You will serve as the voice of the client, evaluate and provide customer recommendations to internal teams for product/service improvements.
• You will develop and share best practices with team members to enhance the quality, effectiveness, and efficiency of our overall client support.

About you:

• You have native fluency in Mandarin Chinese and professional fluency in English.
• You have strong project management skills to manage a dynamic client portfolio.
• You have creative problem solving skills with a strong attention to details.
• You have excellent communication skills.
• You have 2-3 years of experience in customer success or similar client-facing roles with a high-growth B2B business.
• You have technical proficiency with computers and information systems with the ability to translate technically detailed processes and integrations into layman’s terms with clients who are not tech-savvy.

Bonus points:

• You have experience in a consumer driven industry with a passion for the customer.
• You have experience using CRM and CSM tools.
• You have a roll up your sleeves mentality with current or prior experience working in a fast paced, collaborative, highly ambiguous environment frequently wearing more than one hat.

If you do not meet all the requirements listed above which candidates rarely do, don't worry. We still encourage you to apply!

Wonders is committed to hiring the best team to empower small businesses to thrive. We believe that a diverse workforce is paramount to our success. We welcome talent from all backgrounds - including but not limited to - race, sexual orientation, gender identity, age, nationality, religion, veteran status, political affiliation, and disability.

The salary for this role is $60,000 - $70,000 USD + Bonus.