Customer Success Manager

Loman AI is transforming how restaurants handle phone calls with an AI-powered voice platform built specifically for the restaurant industry. The Customer Success Manager will own Loman's restaurants from post-go-live through every renewal, focusing on retention, customer health, and expansion across a tiered book of business.

Responsibilities:

• Own NRR on your book. Retention, expansion, and renewal — your number, your accountability
• Run the cadence. Monthly QBRs for high-touch, bi-monthly check-ins for mid-touch, triggered intervention for low-touch. ≥90% on-time touchpoint completion
• Use Health Score as your radar. Monitor Red/Yellow/Green daily. Run the Churn-Risk Save playbook the moment an account turns Red. Acknowledge same-day, discovery call within 3 business days, written save plan within 5
• Drive expansion. Multi-location roll-outs, bucket upgrades, add-ons. Spot signals early, qualify, build the case from real ROI numbers, propose, and close in partnership with Sales
• Show value every time. Bring call volume, answer rates, recovered revenue, and missed-call analytics into every meeting. Operators should see the dollar impact of the agent, not just the agent
• Forecast renewals. 30 days out, every time. Flag at-risk accounts early. Never lose a renewal that could have been saved
• Be the voice of the customer. Sharp, structured feedback into Product, Engineering, and Onboarding — and close the loop back with the customer
• Keep HubSpot honest. CS Tier, Lifecycle Stage, Health, Expansion Opportunity, Last Sentiment — all current, all the time. If it's not in HubSpot, it didn't happen