Client Success Specialist

Job Description

About the Role 

At Popmenu, we’re redefining how restaurants connect with guests. As a Client Success Specialist, you will play a crucial role in our mission by directly engaging with restaurant clients through proactive outreach. Your focus will be to drive feature adoption, demonstrate the platform's value, and serve as a resource for basic account-related questions. 

This role blends consultative outreach, relationship building, and support. You’ll help clients understand why features matter, not just how to use them — and you’ll nudge them toward deeper engagement with Popmenu’s tools. 

What You’ll Do 

• Client Outreach and Cold Calling 

• Conduct proactive outbound calls to assigned client segments (including cold outreach to low-engagement clients). 

• Position feature usage and upgrades in the context of the client’s business goals. 

• Spark curiosity and drive action — help clients “see what they’re missing.” 

• Drive Value and Adoption 

• Explain the benefits of core and add-on features in plain language that resonates with restaurant operators. 

• Track adoption milestones and follow up to celebrate wins or remove blockers. 

• Support small business owners in taking ownership of their success with Popmenu. 

•  Support and Triage 

• Answer basic account questions related to billing, login, permissions, or feature functionality. 

• Flag technical issues or complex concerns to the appropriate internal team. 

• Document interactions and outcomes in CRM tools with attention to detail. 

• Internal Collaboration 

• Partner with onboarding, support, and success teams to ensure a seamless client journey. 

• Share insights and trends that inform product, marketing, and retention efforts. 

Requirements

What You Bring: 

• 1–2 years in a customer-facing role — ideally in SaaS, hospitality tech, or a call-heavy environment. 

• Comfortable on the phone and energized by helping people take action. 

• Ability to communicate value clearly and persuasively. 

• A service mindset with curiosity to dig into client goals and challenges. 

• Familiarity with restaurant operations is a plus. 

• Experience with tools like Salesforce or Gainsight is a bonus.