Customer Success Manager

About Zenchef

Imagine working in an environment that feels like the best dinner you’ve ever had: fast-paced, human, and built on passion. Hospitality Tech Group combines the strengths of Zenchef and CoverManager—two complementary leaders joining forces as one independent global hospitality tech team. We operate through Zenchef in France, Benelux, and DACH, and through CoverManager in the Iberian peninsula, Italy, and LATAM. We bring restaurants and guests closer together through technology — and our heart beats hospitality. Because progress is our compass, and we always go together.

Hungry? Take a seat!— especially if your favorite activity is going out for dinner.

Our values:

🫶 Hospitality at heart: We are hospitality experts who bring genuine care and deep industry knowledge to everything we do—for our clients and for each other.

🤝 Better together: We put people first and succeed as one unified team—supporting each other, learning from each other, and continuously improving through shared knowledge and feedback.

🚀 Progress over perfection: We embrace the power of progress. We value and prioritize action over idealism to unlock our full potential and achieve extraordinary results.

🫶 Hospitality at Heart - Your Purpose

This role focuses on retaining existing customers through proactive engagement and relationship management. Within the first 30 days, the individual should understand the role and customer portfolio, and by 90 days, consistently meet retention KPIs. Key early tasks include regular customer check-ins to identify risks and improve satisfaction. This role does not include new business development.

🫱🏼‍🫲🏾 Better Together - Your Team

You'll join the Customer Success team. We are essential partners for clients once they've completed their onboarding, ensuring they are satisfied, supported, and confident in their use of Zenchef.

🚀 Progress Over Perfection - What You Will Do

• Proactively contact clients via phone and video conference to monitor their usage and satisfaction.

• Build strong and lasting relationships with restaurants to foster mutual trust and loyalty.

• Be the primary point of contact for clients, answering questions and resolving issues quickly.

• Understand the unique needs of each restaurant by leveraging their data and feedback.

• Propose customized solutions to enhance their experience and use of Zenchef.

• Schedule regular client meetings to gather feedback and refine our support.

• Identify upselling/cross-selling opportunities using your product knowledge and all our data.

• Monitor and act on satisfaction metrics such as NPS/CSAT to improve the customer experience.

• Share your insights and suggestions with your team to help us grow our revenue and customer retention.

🥣 Your Secret Ingredient - What You Bring To The Table

You are one of us if your heart beats hospitality. If you are generous with your help and honest in your feedback. If your mind sparks with new knowledge and you move with momentum. Are you the friend who makes the dinner reservation and chooses the wine? Then you’re home with us. You also bring:

• 2-4 years of experience in Customer Success, Onboarding, or Account Management in a SaaS or Tech environment.

• Excellent communication skills and a strong ability to build relationships.

• Experience in B2B customer relations, ideally in the hospitality, retail, or booking/payment systems sectors.

• Proven ability to manage sensitive and evolving customer relationships.

• Strong organizational skills, proactive approach, and ability to support multiple clients simultaneously.

• Ability to work collaboratively with Support, Product, and Operations teams.

• Fluency in English and Dutch.