Purpose of the role
The Junior Customer Success Manager keeps single-store restaurants live, transacting and growing on SIDES. The role works a large book of scaled accounts, mostly through campaigns and signals rather than scheduled calls, and steps in personally when something moves: a store goes silent, a termination arrives, a customer becomes eligible for an upgrade.
It is the entry point into Customer Success. The role is built so that someone new to SaaS can learn the craft on clear processes, and grow into owning a book of their own.
Key responsibilities:
Activation and activity:
Follow up on new accounts from onboarding handover until they transact regularly, with a focus on the first 90 days
Work the silent-store list every week: accounts that are online in the CRM but show no transactions
Help customers adopt the modules they already pay for
Retention:
Contact every customer in the book whose termination arrives, within two working days, and document the reason
Run the first save conversation using the save playbook (pause, downgrade, fee removal, technical fix, discount last) and hand complex cases to a senior colleague
Clear the termination date in the CRM when a save succeeds
Expansion:
Run the evergreen upsell campaigns on the book together with Marketing, and follow up on responses
Qualify interest in SIDES Pay, webshop, loyalty and driver modules and close standard upgrades
Use tier and rate changes as the entry point for an upsell conversation
Day to day:
Answer customer success enquiries on the book in Zoho Desk and the CRM, and route pure support issues to Support without taking them over
Keep every interaction documented in the CRM
Flag recurring product issues to the Team Lead with ticket references