Customer Relations Manager

About the role

We are looking for a Customer Relations Manager to own the post-sales relationship with our F&B clients, ensuring they continue to get maximum value from our cloud ERP platform long after go-live. This role is responsible for managing enhancement/change requests, driving system optimization projects, coordinating upgrades, and acting as the client's trusted advisor throughout the ongoing partnership. You'll work closely with existing clients to understand evolving business needs, translate them into scoped project requests, and manage delivery with internal technical teams.

Key responsibilities

• Monitor account health (system usage, adoption of new features, support ticket trends) and proactively address risk signals
• Identify opportunities for upsell (additional modules, outlets, integrations) based on client's evolving needs
• Support contract renewal discussions by demonstrating value delivered through completed enhancements/projects
• Conduct periodic business reviews (QBRs) with clients to review service performance and roadmap upcoming initiatives
• Serve as the primary relationship owner for an assigned portfolio of existing F&B clients after go-live
• Manage and resolve escalations related to system performance, service quality, or unmet expectations
• Maintain regular touchpoints with clients to understand changing business needs, operational challenges, and growth plans
• Act as the client's advocate internally, ensuring their voice shapes enhancement priorities and service delivery
• Gather, document, and scope client requests for system enhancements, customizations, or new module rollouts
• Translate business requirements into clear functional specifications for the technical/development team

About you

• 3+ years of experience in customer success, account management, or post-sales project management, ideally in SaaS or enterprise software
• Proven track record managing multiple concurrent client projects — enhancements, upgrades, or system change initiatives
• Exposure to ERP, POS, or F&B/retail operations systems is essential
• Experience or working knowledge of the F&B industry (restaurants, QSR, central kitchens, hospitality) is a strong advantage
• Excellent stakeholder management and communication skills
• Emotional Intelligence with the abilities to pick up social cues, manage own emotions while communicating effectively and able to de-escalate challenging situations
• Strong project management skills, with ability to scope, plan, and deliver projects
• Ability to translate ambiguous client requests into clear, actionable technical requirements
• Analytical mindset to assess account health and prioritize competing client demands
• Organized and able to manage a portfolio of accounts and multiple concurrent projects