Customer Success Manager

About Us
Supy is transforming the restaurant industry with a data-driven inventory management platform. Our solution enables multi-location restaurant groups to cut costs, reduce waste, and maximize profitability through real-time data, actionable insights, and time-saving automation. Join us in redefining restaurant operations through innovative technology and seamless customer experiences.
Role Overview
As a Customer Success Manager at Supy, you will be the key point of contact for our customers across the Australian market, owning the full post-sale lifecycle from onboarding to long-term growth. Your mission will be to ensure restaurant groups successfully adopt Supy and achieve measurable operational and financial impact. This is a unique opportunity to shape how customer success is delivered in the region, with strong ownership and visibility in a fast-growing SaaS company.
Key Responsibilities
Customer Onboarding & AdoptionGuide restaurants through smooth onboarding, ensuring seamless integration and adoption of Supy’s solutions.Train and support restaurant teams on platform features aligned with their operations.Drive engagement across core modules including inventory, procurement, and cost control.
Account Management & GrowthBuild and nurture long-term relationships with stakeholders across restaurant teams.Act as a trusted advisor, providing insights to optimize operations and performance.Identify opportunities for account expansion and support renewal processes.
Customer Success & RetentionMonitor account health, proactively identifying risks and ensuring high customer satisfaction.Resolve issues promptly in line with SLA commitments.Deliver tailored solutions by collaborating closely with internal teams.
Insights & CollaborationTrack and analyze KPIs, preparing reports that demonstrate value and ROI.Relay customer feedback to product and internal teams to support continuous improvement.Contribute to overall business growth through customer success outcomes.
Qualifications3–5+ years of experience in customer success or account management within B2B SaaS, hospitality tech, or POS/restaurant tech.Strong understanding of restaurant operations, procurement, and cost management.Ability to manage multiple customer accounts effectively.Analytical mindset with the ability to use data to drive decisions and insights.Familiarity with CRM and customer success tools (e.g., Salesforce, HubSpot, Gainsight).Strong customer-centric mindset with a passion for helping clients succeed.
Preferred AttributesBachelor’s degree in business, hospitality management, or a related field.Previous experience as a cost controller in restaurants.Experience in the F&B, hospitality, or restaurant tech space.Basic understanding of SaaS platforms and APIs.