🚀 The Mission
The Team Lead CSM at Malou isn't just a manager; you are a strategic architect of growth. You will lead, coach, and scale a team of 6 Customer Success Managers dedicated to transforming the digital presence of restaurant owners. Your goal is to move beyond simple retention by instilling a culture of upsell/expansion and leveraging AI to make our operations the most efficient in the FoodTech industry.
🗝️ Key Responsibilities
1. Team Leadership & Coaching
Manage, mentor, and inspire a team of 6 CSMs, conducting weekly 1:1s and performance reviews.
Define clear OKRs and KPIs (Churn rate, NRR, NPS, Upsell targets).
Foster a high-performance culture focused on customer centricity and proactive problem-solving.
2. Growth & Revenue Strategy (Retention/Upsell/Expansion)
Act as a "Closer" & “Defender” for the CSM team: identify expansion opportunities within existing portfolios (Independent, Groups, and Chains) and spearhead “save” strategies for high-risk accounts to secure the portfolio
Design accordingly and implement playbooks for retention, upselling and cross-selling to maximize Net Revenue Retention (NRR).
Build and nurture a high-level network within the restaurant and hospitality ecosystem.
3. Process Optimization & AI Integration
Audit existing CSM workflows to identify bottlenecks.
Implement AI-driven tools and automation to optimize client monitoring, reporting, and communication.
Scale our onboarding and support processes to handle Malou’s hyper-growth without compromising quality.
4. Strategic Product Advocacy
Serve as the bridge between the field and the Product/Tech teams.
Translate customer feedback and market trends into actionable product features.
Act as an internal and external expert on the MalouApp ecosystem.
