Founding Brand Success Manager (Customer Success)

Omnirev is an AI-native sales automation platform built exclusively for enterprise restaurant B2B sales. As the founding customer success hire, the Founding Brand Success Manager will own a portfolio of restaurant brands, manage onboarding, adoption, renewals, and account health, and build the repeatable customer success playbook and future team.

Responsibilities:

• Onboard new brands. Run the launch process end to end, from kickoff through first campaigns, coordinating with our engineering team on integrations with other vendors, and getting each brand to first value fast
• Run a structured meeting cadence. Weekly, bi-weekly, or monthly check-ins with each brand, tiered by account size and strategic importance. You come prepared with performance data, insights, and a point of view, never just a status update
• Drive adoption and growth. Your core mandate is making Omnirev more valuable to every brand you serve, quarter after quarter. Help your brands' sales teams get more out of new features, bring the platform to more of their locations, and deepen how they use it daily, because it's winning them orders, not because it's in a renewal deck
• Own renewals and account health. See issues before clients feel them, act on them, and make staying with Omnirev the easiest decision a brand makes all year
• Be the voice of the client internally. Collect feedback and feature requests, synthesize them into clear product cases, and advocate for roadmap allocation with our product and leadership team. You'll be a primary input into what we build next
• Keep everything visible. Track and report all brand activity, health, and action items in one central system so leadership always has a current picture of the portfolio and nothing falls through the cracks

Requirements:

• • You understand how enterprise restaurant organizations actually work. You can hold your own with a Director of Sales, a franchise operator, and a VP of Ops in the same week, and you know those are three different conversations
• • You have real empathy for hospitality operators. You know B2B sales is often a second job stacked on top of daily service, that GMs turn over, that margins are thin, and that an operator's trust is earned by respecting their time and their reality, not by talking at them in SaaS-speak
• • Genuinely personable. Clients should look forward to your calls. Relationship building is not a skill you practice, it's how you're wired
• • Proactive by default. You don't wait for a client to raise a problem. You've already seen it in the data and you're calling them with a plan
• • Organized and rigorous. You run a tight portfolio, document everything, and turn client conversations into structured, actionable feedback
• • Technically fluent, not technical. You won't write code, but you can speak credibly about integrations, APIs, and email infrastructure, read platform data to tell a performance story, and troubleshoot the first layer of client issues before pulling in engineering. Omnirev is a technical product and you should be energized by that, not intimidated
• • Comfortable with ambiguity and lean teams. This is an early-stage startup. You'll build process where none exists
• • If you have commercial instincts and want a path toward a hybrid success-and-sales role as we scale, we'd love that
• • Remote in the US or Canada
• • Roughly 5–10%: periodic onsite visits to your brands' headquarters and a few industry events per year
• • 3+ years in customer success, account management, or a client-facing operations role, ideally in restaurant tech, hospitality tech, or B2B SaaS serving multi-unit operators
• • Direct experience in enterprise restaurant B2B sales or restaurant operations
• • A track record of growing revenue within existing client relationships, or comfort supporting new business conversations
• • Familiarity with restaurant tech ecosystems (POS platforms, online ordering, loyalty)