Client Success Manager

| Chicago, IL, USA
Sorry, this job was removed at 2:32 p.m. (CST) on Tuesday, March 5, 2024
Find out who's hiring in Chicago.
See all Customer Success jobs in Chicago
Apply
By clicking Apply Now you agree to share your profile information with the hiring company.

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].

Read Full Job Description
Apply Now
By clicking Apply Now you agree to share your profile information with the hiring company.

Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • JavaLanguages
    • JavascriptLanguages
    • RubyLanguages
    • ReactLibraries
    • ReduxLibraries
    • Ruby on RailsFrameworks
    • SpringFrameworks
    • Google AnalyticsAnalytics
    • SQLAnalytics
    • AxureDesign
    • IllustratorDesign
    • SketchDesign
    • FigmaDesign
    • JIRAManagement
    • SalesforceCRM

Location

111 W. Washington St., Chicago, IL 60602

What are Grubhub Perks + Benefits

Grubhub Benefits Overview

PTO. Grubhub employees enjoy a generous amount of time to recharge.

Health and Wellness. Excellent medical benefits, employee network groups and paid parental leave are just a few of our programs to support your overall well-being.

Competitive Pay. You’ll receive a competitive base salary with eligibility for generous incentives, bonuses, commission or RSUs (role-specific).

Learning and Career Growth. Your personal and professional development is a priority at Grubhub. We empower you to be a leader and grow your career through training, coaching and mentorship opportunities.

MealPerks. Get meals on us! Our employees get a weekly Grubhub credit to enjoy and support local restaurants.

Fun. Every Grubhub office has an employee-led Culture Crew that connects people through fun, meaningful events and initiatives like Wellness Wednesdays, Slack competitions and happy hours!

Social Impact. At Grubhub we believe in giving back. In 2021, the Grubhub Community Fund gave more than $25 million to over 23 charitable organizations.. Employees are also given paid time off each year to support the causes that are important to them.

Half Day Fridays! Grubhub has newly instituted half day Fridays where all employees are encouraged to end their Friday's at 1:00pm local time to get a head start to the weekend! Depending on certain business needs, some teams may implement a different schedule for this time off, but everyone gets to enjoy the perk!

Culture
Volunteer in local community
Partners with nonprofits
Grubhub partners with many Non Profits through our “Donate the Change” program. Past examples include The National LGBT Chamber of Commerce (NGLCC), Feed the Soul Foundation, and World Central Kit
Open door policy
Pair programming
Open office floor plan
Flexible work schedule
Remote work program
Diversity
Dedicated diversity and inclusion staff
Highly diverse management team
Mandated unconscious bias training
Diversity manifesto
Diversity employee resource groups
Hiring practices that promote diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability insurance
Dental insurance
Vision insurance
Health insurance
Life insurance
Pet insurance
Wellness programs
Team workouts
Mental health benefits
Financial & Retirement
401(K)
401(K) matching
Company equity
Certain roles within Grubhub are eligible to receive company equity.
Performance bonus
Certain roles within Grubhub are eligible for bonuses.
Charitable contribution matching
Child Care & Parental Leave Benefits
Childcare benefits
Generous parental leave
Family medical leave
Return-to-work program post parental leave
Vacation & Time Off Benefits
Unlimited vacation policy
Generous PTO
Paid volunteer time
Paid holidays
Paid sick days
Office Perks
Commuter benefits
Company-sponsored outings
Free snacks and drinks
Some meals provided
Company-sponsored happy hours
Relocation assistance
Home-office stipend for remote employees
Onsite gym
Professional Development Benefits
Job training & conferences
Lunch and learns
Promote from within
Mentorship program
Continuing education stipend
Technology employees are eligible to receive up to $2,000 annually for continuing education opportunities such as conferences, bootcamps and events.
Continuing education available during work hours
Online course subscriptions available

More Jobs at Grubhub

Apply Now
By clicking Apply Now you agree to share your profile information with the hiring company.
Learn more about GrubhubFind similar jobs like this