Note: The job is a remote job and is open to candidates in USA. Diver5ify is recruiting for an unnamed safety technology company expanding in the US. The Enterprise Customer Success Manager will own a major quick-service restaurant relationship after contract signing, driving onboarding, training, adoption, renewals and expansion across corporate and franchisee organizations.

Responsibilities

• Onboard and train. Run onboarding for each restaurant and franchisee group in line with the install schedule. Deliver practical training for managers and crew, in person and remotely
• Drive adoption. Track usage across the estate and step in early when a site starts to drift. You’ll get on the road when a call won’t fix it
• Build relationships. Earn the trust of owner-operators, ops leads and restaurant managers. Support business reviews that show value in their terms: incidents de-escalated, claims defended and crew retained
• Own renewal and expansion. Own the renewal outcome, and grow within franchisee groups through more sites, more devices and add-on products
• Be the voice of the customer. Feed field insight back to Product, Support and Commercial so the customer experiences one joined-up team

Skills

• 5+ years in customer success or account management in B2B SaaS or hardware-plus-software, including multi-site customers
• A track record of driving adoption and owning renewals, with numbers you can explain
• Comfort working with franchise or multi-unit operators, from the owner of 10 restaurants to the manager of a busy shift
• Strong training and presentation skills, from a room of crew to an executive briefing
• Data-driven habits: you spot trends and act before the customer asks
• Confident, everyday use of AI tools in your workflow. This is expected of everyone in the business
• QSR, restaurant or retail operations experience, or experience supporting tech in large franchise systems
• Spanish
• A background in safety, security or connected-device products

Benefits

• Variable pay tied to adoption, renewal and expansion
• Equity through an employee share option plan
• US remote work
• A high-visibility role at the centre of a flagship US deployment for a company scaling fast

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