Customer Success Manager (AI)

Location: Austin, TX, US — hybrid.

Company

Loman builds an AI-powered voice platform for restaurants that answers calls, takes orders, books reservations, answers menu questions, processes payments, and integrates with restaurant POS and reservation systems.

What you will do

• Own retention, expansion, renewals, and NRR across a tiered book of restaurant customers.
• Run proactive customer cadences, including monthly QBRs, bi-monthly check-ins, and triggered interventions.
• Monitor customer health, identify churn risk, and execute the Churn-Risk Save playbook.
• Drive multi-location roll-outs, upgrades, and add-ons in partnership with Sales.
• Use call volume, answer rates, recovered revenue, and missed-call analytics to demonstrate customer value.
• Provide structured customer feedback to Product, Engineering, and Onboarding, while maintaining accurate HubSpot records.

Requirements

• 3+ years in customer success, account management, or post-sale customer-facing roles at a SaaS, AI, or technology company.
• 3+ years of restaurant industry experience or experience serving restaurants.
• Demonstrated ownership of retention and expansion across a book of business, with NRR, GRR, expansion ARR, or renewal metrics to discuss.
• Experience running QBRs and renewal conversations with operators, owners, and decision-makers.
• Strong commercial judgment and the ability to identify expansion opportunities, build data-driven business cases, and partner with Sales to close them.
• Fluency with HubSpot or a comparable CRM.
• Strong written and verbal communication skills across video, phone, and asynchronous communication with non-technical operators.
• Highly organised, with the ability to manage 200+ active accounts depending on tier.
• Bias for action, resilience under pressure, and comfort working in a fast-moving startup with shifting priorities.

Nice to have

• Restaurant industry experience or experience serving restaurants.
• Direct 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 or other multilingual capability.
• Experience supporting single-location, multi-unit, and enterprise customer tiers.

Culture & Benefits

• Competitive base salary with meaningful equity upside.
• Benefits package supporting employees and their families.
• Career path toward senior Customer Success and leadership roles.
• Fast-moving, high-ownership culture at a high-growth SaaS company.
• Practical AI product addressing operational challenges for restaurants.