At Olo we develop an online food ordering platform used by many of the country’s largest restaurant chains, reaching millions of consumers. Chances are if you’ve ordered directly from a restaurant brand’s app or website, we’ve made that happen.
Given our SaaS business model, Customer Experience is absolutely vital to our long-term profitability; we will not be successful unless our customers are receiving and recognizing massive value from our service. As such, we need an experienced and passionate senior executive to own driving success for our customers. In this role, you will be responsible for leading and developing a talented post-sales Customer Success and Support team, working with the most admired restaurant brands in the country. You will join our Customer Experience leadership team and report to the EVP of Customer Experience.
You can work remotely from anywhere in the U.S. or at Olo’s headquarters in NYC.
What You’ll Do
- Create a new standard for Customer Success at Olo- you will rethink how we approach Tier 1 and Tier 2 support and how these teams can scale efficiently to improve coverage and compliment our Customer Success Managers on the front lines of the customer experience to provide day-to-day support in addition to ongoing optimization and strategic advice.
- Build on the Customer Success foundation to include more technical post-sales strategic consulting (Technical Account Management) and more proactive churn avoidance through the creation of a Critical Account Program.
- Implement scalable customer health scores and develop processes to proactively address trends to improve the customer experience.
- Attract high potential individual contributors into the team and provide growth opportunities by coaching team members, upleveling skill sets, and guiding the career paths of the CSM team, and create a rapid onboarding process for new team members.
- Work cross-functionally with Sales, Marketing, Product, and Engineering to produce an amazing customer experience at every Olo touchpoint.
- Influence future Customer Lifetime Value through higher product adoption, customer satisfaction, and overall health scores.
- De-risk and defuse customer escalations.
- Grow customer advocacy by helping our customers realize significant value from Olo, and then working with Marketing to help tell those stories
- Drive new business growth through greater advocacy and reference-ability
- Inspire Customer Success across the company, collaborating with each Olo team with the goal of exposing our employees to our customers in an effort to help identify and resolve pain points.
What We’ll Expect From You
- 10+ years of leading, growing, and scaling top performing teams in Customer Success for B2B (SaaS or something close to it)
- Ability to manage escalations at all levels, operators through C-level executives
- Ability to manage and influence through persuasion, negotiation, and consensus building
- Strong empathy for customers AND passion for revenue and growth
- Demonstrated desire for continuous learning and improvement
- Enthusiastic and creative leadership with the ability to inspire others
- Excellent communication and presentation skills
- Legally able to work in the U.S.
About Olo
Olo is the engine of hospitality powering the restaurant industry’s digital transformation. As a leading open SaaS platform, we enable over 700 restaurant brands to jointly reach 85 million connected guests across approximately 80,000 locations. More than two million orders per day run on Olo’s platform, allowing brands to maximize the convergence of digital and brick-and-mortar operations while raising the bar on hospitality. The result: brands do more with less and make every guest feel like a regular. With integrations to over 300 technology partners, our customers can build digital experiences with the largest and most flexible restaurant commerce ecosystem on the market. You have likely used Olo and not even known it! Learn more at olo.com.
We’re remote-friendly. Since 2015, we have been evolving our culture to continue to support a more distributed workforce and now over 75% of our team works remotely across the U.S. If you’re in the New York City area, you can choose to work remotely or from Olo’s headquarters, located in Tribeca.
We offer great benefits, such as 20 days of paid time off, 10 separate sick days, 11 holidays plus year-end closure, health, dental, and vision coverage for yourself and your family, a 401k match, remote-office stipend, company equity, a generous parental leave plan, volunteer time off, gift matching policy, and more!
Our best estimate of the compensation range for this opportunity is $167,602-$240,289 annually, depending on the experience you bring and your location. This role is also eligible for incentive compensation. We look forward to discussing your salary expectations and our full total rewards offerings throughout the interview process.
We encourage you to apply!
We value diversity. At Olo, we know a diverse and inclusive team makes our workplace better. Don’t meet every single qualification in the job description? Market data shows that women and people of color are less likely to apply to jobs unless they meet every single qualification. We are dedicated to building a diverse, inclusive, and authentic workplace that is free from discrimination and harassment; this allows us to make better decisions and better serve the communities we’re a part of. So if you’re excited about this role but your previous experience doesn’t align perfectly with every qualification in the job description, we encourage you to apply anyway. You may be just the right candidate for this or other roles.
All applicants receive consideration for employment. We do not discriminate on the basis of race, religion, color, national origin, gender identity, sexual orientation, pregnancy, age, marital status, veteran status, or disability status.
