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!
The Client Success team in Corporate Accounts works with SMB and Enterprise organizations who have Grubhub meal programs for their employees. CSMs assist their clients in platform onboarding, then facilitate and grow their corporate meal program which can include individual orders, group orders, catering, and event based services. CSMs are experts on the corporate program and upsell their client accounts through expanding the budget, adding office locations or business segments, and other use cases from what Sales initially sells. They continuously work to identify account growth opportunities through maintaining strong relationships and keeping their clients informed of product changes and promotions.
The CSM role owns a range of clients, varying in size, from more conservative budgets to high six figures.
The Impact You Will Make:

• Own a book of business and associated revenue objectives for 100 - 400 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 the sales team to ensure the successful onboarding of new business, engaging with customer stakeholders to quickly understand their goals to set up the account for success over time
• 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.
• Monitor client performance, address open issues including order issue triage and in times of client dissatisfaction, de-escalating as needed and forming clear steps to reach resolution
• Check in with clients for day to day management through email automation tooling, virtual meetings and calls as needed
• Log activities in Salesforce including attaching email communication, submitting opportunities, and flagging risk scenarios via risk cases. Keep opportunities up to date with accurate data and upsell values
• Meet KPIs, as designated by team manager, including but not limited to client meetings, logging opportunities and client engagement.
• Own contract renewal process, including contract negotiation to meet Grubhub and client financial objectives
• Maintain high level product knowledge of existing and new features and functionality
• Liaise with other departments such as Marketing, Operations, Product, Finance, Revenue Ops, and others to determine the best solution to client needs, communicate feedback and relay trends
• Covers and supports team members as needed for out of office periods and knowledge sharing

What You Bring to the Table:

• Bachelor's degree
• 3-5 years of experience in a B2B Account Management, Sales or Client Success role
• Experience upselling or cross-selling existing business to achieve a quota or growth metric
• Ability to analyze trends and patterns to identify opportunities within your book of business
• Passion to partner with Sales to optimize the client journey and lifetime revenue
• Strong communication, problem solving skills and high attention to detail
• Comfort navigating high-stress situations, with manager support as needed, to de-escalate and resolve client complaints
• Ability to effectively work with cross-functional internal teams
• Requires technical competence and an aptitude for learning new systems. Experience with Google Suite and Client Success tools (ChurnZero, Gainsight, Salesforce) is a plus
• Strong collaborator, actively participates in group discussions
• Open to rapid change and thrives in a fast paced environment
• Some travel may be required

And Of Course, Perks!

• Flexible PTO. Grubhub employees enjoy a generous amount of time to recharge.
• Health and Wellness. Excellent medical, dental and vision benefits, 401k matching, employee network groups and paid parental leave are just a few of our programs to support your overall well-being.
• Compensation. You'll receive a great compensation package with eligibility for generous incentives, bonuses, commission, or RSUs (role-specific).
• Free Meals. Our employees get a weekly Grubhub credit to enjoy and support local restaurants.
• Social Impact. At Grubhub we believe in giving back through programs like the Grubhub Community Fund. Employees are also given paid time off each year to support the causes that are important to them.

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].