Client Success Manager

About The Opportunity

The Corporate team works with a wide range of companies and industries to support their meal programs. The Client Success Team is responsible for maintaining and growing clients sold in by Sales. There is a significant upselling component to the Client Success Manager role, while ensuring client satisfaction and continued growth with Grubhub's offerings.

As a Associate Client Success Manager, you will be responsible for growing and managing a portfolio of corporate clients. Your primary focus will be the growth and retention of your clients, while fostering strong relationships with key stakeholders and understanding their business needs.

The Impact You Will Make

• Accelerate growth and retain revenue through upselling and day-to-day account management.
• Understand and achieve upsell and client meeting KPIs to drive growth in the corporate business segment.
• Track and report on key client metrics, including engagement, satisfaction, and revenue.
• Work with clients to quantify opportunities and create solutions to ensure a positive client experience.
• Consistently materialize closed-won upsell opportunities into realized revenue.
• Partner with Sales for new client launches and opportunities within existing business.
• Engage in informal and formal client meetings, at times with travel and in-person meetings, fostering strong client relationships, while seeking out ultimate decision makers.
• Understand the client’s business and provide tailored recommendations.
• Act as an advocate for clients within Grubhub internally by providing feedback to relevant teams and escalating issues to a manager as needed.
• Prioritize work on the highest impact areas within a book of business.
• Handle contract negotiations and use contractual terms adjustments to deepen client relationships.
• Serve as a customer-facing product expert, educating clients about features and benefits to maximize the value they get from the Grubhub corporate platform.
• Troubleshoot and resolve client concerns effectively, delegating tasks to internal teams as needed.
• Collaborate with cross-functional teams, including Sales, Product, and Support, to address client needs and improve the overall client experience.

What You Bring to the Table

• 1+ years of experience in a quota bearing B2B Account Management, Sales, or Client Success role working with a range of clients and industries.
• Bachelor's degree or High School diploma/GED + years of experience.
• Experience upselling or cross-selling existing business to achieve a quota or growth metric.
• Exceptional communication and interpersonal skills with a professional demeanor.
• Strong problem-solving and multitasking abilities in a fast-paced setting.
• Ability to work cross-functionally and influence without direct authority.
• Experience in client education, product support, and building trust with stakeholders.
• Passion to partner with Sales to optimize the client journey and lifetime revenue.
• Ability to analyze trends and patterns to identify opportunities within your book of business.
• Comfort navigating high stress situations and experiencing de-escalating client complaints.
• Strong organizational skills and high attention to detail.
• Technical competence and an aptitude for learning new systems.
• Working knowledge of CRM systems (Salesforce is a plus).
• Ability to attend in-person client meetings and some travel may be required.

As a matter of company policy, Grubhub does not sponsor applicants for employment visa status for this role.

We reward our Sales positions with competitive pay. For this role, we offer commission with a base salary range as outlined below, based on factors including geographic location.

Boston/ New York: $50,000 - $70,000 ($70,000 - $90,000 OTE range)

Grubhub uses geographic-specific salary structures, which means the salary offered may vary depending on where the job is located. The final salary offer will take into account various factors, such as the candidate's skills, education, training, credentials, and experience.