Job Description

About Sadie

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Sadie is revolutionizing the way hospitality businesses handle customer interactions through intelligent voice automation and AI. Whether it's taking bookings, answering calls, or managing orders, Sadie acts as a smart, always-on AI Host that integrates seamlessly with a business's existing systems.

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We specialize in creating best-in-class voice experiences for restaurants and hotels, and we're just getting started. As we scale globally, we're looking for a Customer Success Manager to help ensure every customer experience is exceptional—from day one onward.

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About the Role

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As our Customer Success Manager, you'll be the face of Sadie to our restaurant partners—responsible for onboarding, supporting, and growing relationships across our customer base. This role blends hands-on implementation, day-to-day relationship management, and process development. You'll work closely with Product, Partnerships, Engineering, and Sales to ensure a frictionless experience and long-term customer happiness.

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What You Will Do

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Customer Onboarding & Implementation

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- Manage the end-to-end onboarding of new restaurant partners
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- Set clear expectations, provide training, and ensure full system adoption
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- Collaborate with integration and support teams to deliver a fast, smooth go-live
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Ongoing Relationship Management

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- Act as the main point of contact post-onboarding
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- Build trust and solid working relationships with restaurant operators and managers
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- Monitor customer health and proactively address issues before they escalate
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Voice of Customer & Feedback Loops

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- Proactively gather, track, and analyze customer feedback
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- Identify patterns, surface pain points, and advocate for customer needs internally
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- Collaborate with Product and Engineering to prioritize improvements based on feedback
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Process Development & Internal Collaboration

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- Help document and improve scalable customer success playbooks
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- Work cross-functionally to ensure alignment across Sales, Product, Support, and Marketing
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- Develop new initiatives and support programs to improve retention and satisfaction
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Retention & Growth

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- Ensure customers understand the full value of Sadie and how to use all relevant features
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- Identify upsell opportunities or new integrations that add value
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- Support expansion and referrals within multi-location groups
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What You Bring

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- Have 2+ years of experience in a customer success, account management, or hospitality tech role
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- Are highly organized, empathetic, and customer-obsessed
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- Love building relationships and solving problems
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- Have strong written and verbal communication skills
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- Are comfortable working in fast-moving environments with competing priorities
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📌 Customer Success Manager, Restaurant (New South Wales)
🏢 Valsoft
📍 New South Wales