Client Success Manager

About The Opportunity
We're all about connecting hungry diners with our network of over 300,000 restaurants nationwide. Innovative technology, user-friendly platforms and streamlined delivery capabilities set us apart and make us an industry leader in the world of online food ordering. When you join our team, you become part of a community that works together to innovate, solve problems, grow, work hard and have a ton of fun in the process!
Why Work For Us
Grubhub is a place where authentically fun culture meets innovation and teamwork. We believe in empowering people and opening doors for new opportunities. If you're looking for a place that values strong relationships, embraces diverse ideas-all while having fun together-Grubhub is the place for you!
Enterprise Client Success Manager, Corporate Accounts
The Enterprise team in Corporate Accounts owns a book of larger clients, defined as organizations with employee counts of 100+. Spend level and Corporate utilization may vary across the Enterprise book of business but the intent is to segment off clients with greater spend potential due to their size and scale. Enterprise CSMs will work with their manager to "right-size" service level across their individual book of business to ensure adequate support for existing and potential client utilization.
The Enterprise CSM team is organized regionally, partnering with regional groups of the Sales team. The Enterprise CSM manages an existing book of national "base" business and receives new accounts from their assigned regional sales group.
Key Responsibilities

• Own a book of business and associated quota for 50 - 200 Enterprise clients, which will have varying activity: a portion of the book will be "always-on," some seasonal, and one-time events.
• Prioritize your book of business, in partnership with the team manager, to ensure time and effort are focused in the most impactful areas.
• Identify revenue upsell and cross-sell opportunities through maintaining good client relationships, doing frequent discovery and alerting clients to promotions and special offers.
• Partner with regional sales team to ensure the successful onboarding of new business and continued growth of those accounts over time.
• Lead client calls for order issue triage and in times of client dissatisfaction, de-escalating as needed and forming clear steps to resolution
• Lead virtual or in-person client meetings for day to day management of accounts, quarterly business reviews or other meetings as needed.
• Complete initial Corporate product and site training for new clients and retrain admins as needed for contact turnover and expansion. Leverage self-guided training videos to optimize time spent.
• Log activities in Salesforce including attaching email communication, submitting opportunities, and flagging risk scenarios via risk cases.
• Meet KPIs, as designated by team manager, including but not limited to delivering QBRs, logging opportunities and client engagement.
• Own contract renewal process, including contract negotiation to meet Grubhub and client financial objectives

Requirements

• Bachelor's degree
• 2+ years of experience in a B2B Account Management or Client Success role
• Experience upselling or cross-selling existing business to achieve a quota or growth metric
• Passion to partner with Sales to optimize the client journey and lifetime revenue
• Ability to analyze trends and patterns to identify opportunities within your book of business
• Ability to effectively work with cross-functional internal teams
• Comfort navigating high stress situations and experiencing de-escalating client complaints
• Strong organizational skills and high attention to detail
• Requires technical competence and an aptitude for learning new systems.
• Familiarity with Salesforce is a plus
• Some travel may be required

SMB Client Success Manager, Corporate Accounts
The SMB team in Corporate Accounts owns a book of small to mid-sized clients, defined as organizations with employee counts with less than 100. Spend level and Corporate utilization may vary across the SMB book of business but the intent is to group similar size clients together for consistent management. Enterprise CSMs will work with their manager to "right-size" service level across their individual book of business to ensure adequate support for existing and potential client utilization.
The SMB CSM team is organized nationally, partnering with a dedicated SMB Sales team. The SMB CSM manages an existing book of national "base" business and receives new accounts from their assigned SMB sales group.
Key Responsibilities

• Own a book of business and associated quota for a few hundred SMB clients, which will have varying activity: a portion of the book will be "always-on," some seasonal, and one-time events.
• Prioritize your book of business, in partnership with the team manager, to ensure time and effort are focused in the most impactful areas.
• Identify revenue upsell and cross-sell opportunities through maintaining good client relationships, doing frequent discovery and alerting clients to promotions and special offers.
• Partner with regional sales team to ensure the successful onboarding of new business and continued growth of those accounts over time.
• Lead client calls for order issue triage and in times of client dissatisfaction, de-escalating as needed and forming clear steps to resolution
• Lead virtual or in-person client meetings for day to day management of accounts, quarterly business reviews or other meetings as needed.
• Complete initial Corporate product and site training for new clients and retrain admins as needed for contact turnover and expansion. Leverage self-guided training videos to optimize time spent.
• Log activities in Salesforce including attaching email communication, submitting opportunities, and flagging risk scenarios via risk cases.
• Meet KPIs, as designated by team manager, including but not limited to delivering QBRs, logging opportunities and client engagement.
• Own contract renewal process, including contract negotiation to meet Grubhub and client financial objectives

Requirements

• Bachelor's degree
• 2+ years of experience in a B2B Account Management or Client Success role
• Experience upselling or cross-selling existing business to achieve a quota or growth metric
• Passion to partner with Sales to optimize the client journey and lifetime revenue
• Ability to analyze trends and patterns to identify opportunities within your book of business
• Ability to effectively work with cross-functional internal teams
• Comfort navigating high stress situations and experiencing de-escalating client complaints
• Strong organizational skills and high attention to detail
• Requires technical competence and an aptitude for learning new systems.
• Familiarity with Salesforce is a plus
• Some travel may be required

Grubhub is an equal opportunity employer. We welcome diversity and encourage a workplace that is just as diverse as the customers we serve. We evaluate qualified applicants without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics. If you're applying for a job in the U.S. and need a reasonable accommodation for any part of the employment process, please send an email to [email protected] and let us know the nature of your request and contact information. Please note that only those inquiries concerning a request for reasonable accommodation will be responded to from this email address.
If you are a resident of the State of California and would like a copy of our CA privacy notice, please email [email protected].