Customer Success Manager

About the role

Dineplan is looking for a Customer Success Manager to own a portfolio of restaurant accounts and help them unlock the full value of our reservation and restaurant‑management platform. The role sits at the crossroads of customer success and sales, combining relationship building with a commercial mindset.

Key responsibilities

• Manage a portfolio of restaurant accounts through onboarding, adoption, retention and growth phases.
• Identify and close upsell and cross‑sell opportunities, recommending package upgrades and higher‑tier products such as Advanced Reporting or Premium services.
• Own commercial targets, tracking revenue and retention metrics for the assigned portfolio.
• Conduct client meetings and training sessions, using data to demonstrate value and surface growth opportunities.
• Monitor account health indicators (booking volume, platform engagement, feature adoption) to spot risks and commercial opportunities.
• Provide strategic advice to restaurant managers and directors, positioning yourself as a trusted partner.
• Drive client retention by resolving issues, adjusting packages or finding suitable alternatives.
• Proactively reactivate inactive or under‑utilising clients.
• Collaborate with Sales, Onboarding, Support and Marketing to ensure a seamless client experience.
• Maintain accurate CRM records in HubSpot, including pipeline management and activity logging.

Required profile

• Strong relationship‑building skills with a commercial mindset.
• Experience managing a portfolio of B2B SaaS accounts, preferably in the restaurant or hospitality sector.
• Data‑driven approach to identify risks and growth opportunities.
• Ability to work cross‑functionally with sales, support and product teams.
• Proactive, solution‑focused attitude toward client retention and re‑engagement.

Required skills

• HubSpot (CRM) proficiency.

What we offer

• Dynamic, fun‑focused culture with monthly team socials and a collaborative environment.
• Opportunity to shape the success of a leading restaurant reservation platform used by over 500,000 diners.