Client Success Manager - SMB

Client Success Manager - SMB

Slang.ai is redefining customer engagement through conversational AI, making every interaction seamless and efficient. Our mission is to transform the restaurant industry by providing the ultimate voice AI solution for consistently outstanding customer experiences. At Slang.ai, we foster a culture of innovation, inclusivity, and growth, ensuring that every "Slangsta" (employee) feels valued and connected to our broader AI driven impact.

As a Client Success Manager, SMB at Slang you'll manage a high-volume portfolio of single-location restaurants, supporting them from onboarding through renewal. You'll be responsible for launching new accounts, driving adoption, providing ongoing guidance, and ensuring customers see long-term success with Slang. You'll play a hands-on role across the customer journey including onboarding tasks, technical troubleshooting, and proactive outreach with the goal of increasing retention and reducing churn. This role is ideal for someone who is scrappy, service-minded, and eager to grow. You'll work closely with the broader CX team, contribute to scalable workflows, and help shape how we deliver value to our SMB customers. This is a remote role and may include occasional travel to visit customers or attend internal events.

At Slang, we believe success starts with great execution and great service. In this role, you'll gain valuable experience managing full customer lifecycles and working with hospitality operators in a fast-paced environment. You'll learn how to onboard, support, and grow a book of business with autonomy, while contributing to scalable processes that improve outcomes across the team. We offer training, feedback, and growth opportunities to help you level up in customer success, technical product fluency, and strategic account management.

What Success Looks Like

• Customer Onboarding : You launch new SMB accounts, owning the kickoff process, configuration, and early success milestones. You provide clear guidance, manage timelines, and set customers up for long-term value.
• Driving Adoption : You coach customers on how to use Slang effectively and help them understand how it supports their day-to-day operations. You look for ways to boost engagement and usage of key features.
• Retention & Risk Management : You're responsible for keeping your customers happy and successful. You identify risks early, respond quickly, and go the extra mile to save accounts at risk of churn.
• Support-Style Troubleshooting : You serve as a frontline contact for basic technical questions and usage issues. You triage problems and ensure customers get the help they need.
• Operational Hustle : You thrive in a high-velocity environment and can juggle multiple accounts, priorities, and tasks without dropping the ball. You follow through, even when things get messy.
• Customer Communication : You lead calls, send follow-ups, and document updates in a way that's clear, timely, and professional. You know how to explain things simply and with hospitality in mind.
• Internal Collaboration : You partner closely with Sales, Implementation, and Support to ensure a smooth customer experience. You surface feedback and help improve handoffs, tools, and workflows.
• Voice of the Customer : You share insights from the SMB segment that help Slang improve its product and service. You advocate for the needs of smaller operators who may not always be heard.

What You Will Bring

As a Client Success Manager for SMBs, your work directly supports independent restaurants helping operators adopt new technology, reduce stress, and grow their business. You'll play a key role in Slang's mission while developing skills that will take you far in tech and customer experience. In return, we support you with great benefits, a collaborative culture, and the chance to grow with a company on the rise.

Calling a business shouldn't feel like a robot-hostage situation, where you're forced to listen to horrible music and can't reach a human, while enduring a soulless voice uttering "I'm sorry I didn't quite get that" on repeat for eternity. (shudder) That's why we started Slang.ai. We use the latest AI and audio wizardry to make transacting via voice so enjoyable it's more human than human. By 2030, we will save businesses and consumers 1 billion minutes of precious time while transforming voice channels into the preferred mode of communication (it's faster and easier than text). We have backgrounds building product at companies like Spotify, Buzzfeed, the New York Times, and OpenTable shipping experiences that have reached hundreds of millions of users. Now, we're using our backgrounds to start a new culture, one that puts product and human-centered design above all else while fostering constant learning and growth. Sound like something you'd like to be part of? Get on board.

Overachiever Fever. We're overachievers (we don't know any other way)

Learner Fervor. We take every opportunity to learn (especially when it's hard)

Humility Ability. We approach each other with curiosity and openness (know-it-alls not welcome!)

SMB MVP. We're an expert member of our customers' teams (we earn their trust)