Job Description

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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 Manageme nt

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- Act as the main point of contact post-onboarding

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- Build trust and strong 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 recent 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 (Newcastle)
🏢 Valsoft
📍 Newcastle