Customer Success Manager

Client Success Manager

Company: Storefox.ai Team: Deployment & Client Success Location: remote (travel to client stores frequently) Type: Full-time Reports to: Founders directly

About Storefox

Storefox is the conversation layer for restaurant chains.

Every day, thousands of conversations happen at the counter between crew and guest. What got recommended. What got skipped. Where the queue broke. Which guest walked away unhappy. Today all of it disappears the moment it happens, and operators are left running their chains on lagging indicators: POS reports, mystery shopper visits, and gut feel.

Storefox captures those counter interactions, analyses them, and turns them into something an operator can act on the same week: upsell compliance by store, service standard adherence, recurring guest complaints, and auto-generated tickets routed to the right manager.

We are live across 360+ stores with some of the most recognised restaurant, cafe and QSR brands in the market, and we are backed by Antler and Relentless VC. We are now scaling both the account base and the US market.

About the role

This is not a ticket-queue job. Client Success at Storefox is the function that decides whether a pilot becomes a chain-wide rollout.

You will own a portfolio of restaurant brands from the moment they go live through renewal and expansion. Your job is to make sure the insight Storefox produces actually changes what happens on the floor, and to make sure the operator can see that it did. That means living inside the data, sitting with Ops and Training leaders, walking stores, and being the person the client calls first.

You will also be the loudest voice of the customer inside the company. What you hear in a store visit should show up in the product roadmap.

What you will do

Own the account relationship

• Run a book of enterprise and mid-market restaurant accounts from onboarding to renewal
• Build relationships across the client org: Ops Heads, Training, CX, Area and Store Managers
• Be accountable for retention, adoption and account expansion targets

Drive adoption and outcomes

• Turn dashboard data into a clear narrative: what changed, what did not, what to do next
• Run weekly and monthly business reviews with client leadership
• Set measurable success criteria with each account and report against them
• Identify at-risk accounts early and build the recovery plan yourself

Deploy and enable

• Partner with the deployment team on new store rollouts and hardware installs
• Train client teams at HQ, regional and store level
• Build the enablement material that makes each rollout faster than the last

Grow the account

• Spot expansion opportunities: new stores, new brands within a group, new modules
• Work with the founders on pricing, renewals and commercial conversations
• Turn happy operators into references, case studies and introductions

Feed the product

• Log and prioritise client feedback with clear reasoning, not just a wishlist
• Work with product and engineering on what to build next
• Test new features with your accounts before they ship broadly
  

Your first 90 days

• Days 1 to 30: Learn the product end to end. Visit stores. Shadow live accounts and sit in on client reviews. Understand how the analysis is produced and where it can go wrong.
• Days 31 to 60: Take ownership of your first accounts. Run your first monthly review independently. Ship one improvement to how we report to clients.
• Days 61 to 90: Own your full book. Have a documented success plan per account, a clear renewal picture, and at least one expansion conversation in motion.
  

Who you are

Required

• 3+ years in client success, account management, key accounts or restaurant operations
• Experience owning commercial outcomes: retention, renewal or growth targets
• Strong with data. You can read a dashboard, find the story in it, and defend your conclusion
• Excellent written and verbal communication. You can present to a COO and to a store manager on the same day
• Willing to spend real time in stores. This is not a role you run from Slack
• Comfortable in an early-stage environment where the playbook is being written as you use it

Strong advantage

• Background in QSR, cafe, casual dining or retail operations
• Experience deploying software to frontline, non-technical teams across many locations
• Exposure to multi-unit or franchise structures
• Working knowledge of spreadsheets, BI tools or SQL

How we work

• Bias to action over process
• Direct communication and no politics
• Ownership without hand-holding
  

What we offer

• Real ownership of a function, not a seat inside one
• Direct access to the founders and a short line to decisions
• A front-row view of how the best restaurant operators actually run
• Competitive compensation, equity, and the scope to grow into a leadership role as the team scales