Customer Success Manager (AI SaaS)

TL;DR

Customer Success Manager (AI SaaS): Owning restaurant accounts from post-go-live through renewal while driving retention, customer health, expansion, and NRR with an accent on proactive account management, value measurement, and commercial growth. Focus on identifying churn risk early, building save plans, expanding multi-location deployments, and turning customer feedback into product improvements.

Location: Austin, Texas, United States; hybrid work required

Company

Loman is a fast-growing SaaS company backed by hirify.global that provides an AI-powered voice platform for restaurants.

What you will do

• Own retention, expansion, renewals, and NRR across a tiered portfolio of restaurant accounts.
• Run structured customer cadences, including QBRs, check-ins, and triggered interventions.
• Monitor health scores, identify churn risks, and execute recovery playbooks.
• Drive multi-location rollouts, upgrades, and add-on expansion in partnership with Sales.
• Demonstrate product value using call volume, answer rates, recovered revenue, and missed-call analytics.
• Maintain accurate customer data in HubSpot and provide structured feedback to Product, Engineering, and Onboarding.

Requirements

• 3+ years of experience in customer success, account management, or another post-sale customer-facing role at a SaaS, AI, or technology company.
• 3+ years of restaurant industry experience or experience serving restaurant customers.
• Demonstrated ownership of retention and expansion metrics, such as NRR, GRR, expansion ARR, or renewals.
• Experience running QBRs and renewal discussions with operators, owners, and decision-makers.
• Strong commercial judgment, data-driven communication, and HubSpot or comparable CRM fluency.
• Ability to manage 200+ active accounts while working with urgency and resilience in a fast-moving startup.

Nice to have

• Experience with POS systems, online ordering, or restaurant operations.
• Experience with AI products, voice products, or vertical SaaS for SMB and multi-unit operators.
• Spanish language skills.
• Experience supporting single-location, multi-unit, and enterprise customers.

Culture & Benefits

• High-growth SaaS environment with a fast-moving, high-ownership culture.
• Competitive base salary with meaningful equity upside.
• Benefits package supporting employees and their families.
• Clear progression into senior Customer Success and leadership roles.
• Opportunity to work on practical AI technology addressing restaurant operational challenges.