Customer Success Manager

About Dineplan Dineplan was founded in 2011 when two schoolmates met over a beer and decided to start a business together - building reservations management software in South Africa, for South Africa's restaurants. Our key focus is on reservation management, but our platform also includes CRM, marketing, online ordering, digital menus, reporting, and payment processing amongst other areas. Today Dineplan isn't only one of the leading restaurant reservation platforms, but also a mobile app and website for over 500,000 diners to conveniently book tables online. We get how restaurants work because we've helped thousands of them. We relate to clients' challenges and demystify the technicalities of our platform so that we can provide value as quickly as possible. We focus on culture and having fun while working hard. You can expect monthly team socials, music in the office on Fridays and joining a team that genuinely cares. About the role We're growing our Customer Success team and looking for a CSM who combines strong relationship skills with a commercial mindset. You'll manage a portfolio of restaurant accounts, help clients unlock the full value of the Dineplan platform, and actively drive revenue growth through upsells, package upgrades, and product adoption. This role sits at the intersection of customer success and sales. You'll be the primary point of contact for your clients, responsible for retention and satisfaction, but equally expected to identify and close expansion opportunities within your book of business. What you'll do: Manage a portfolio of restaurant accounts across the full lifecycle: onboarding, adoption, retention, and growth. Drive account revenue. Identify upsell and cross-sell opportunities, recommend package upgrades, and convert clients onto higher-tier products like Advanced Reporting, Premium, or add-on services. Own commercial targets. You'll carry revenue and retention metrics and be accountable for growing the value of your portfolio. Host client meetings and training sessions, using data to demonstrate value and surface growth opportunities. Monitor client data and account health indicators like booking volume, platform engagement, and feature adoption to spot both risks and commercial opportunities. Provide strategic advice to restaurant managers and directors, positioning yourself as a trusted partner rather than just a point of contact. Own client retention. When a client is at risk, work through the right options: resolving their issue, adjusting their package, or finding the right alternative to keep them on the platform. Be proactive about reactivation. Identify inactive or underutilising clients and re-engage them before they churn. Collaborate with Sales, Onboarding, Support, and Marketing to ensure a seamless client experience and surface leads or technical issues as they arise. Keep CRM records accurate and up to date in HubSpot, including pipeline management and activity logging. Gather and relay client feedback on products and services, contributing insights that shape our roadmap. What we're looking for: Two to three years of experience in customer success, account management, or a client-facing sales role, ideally in B2B SaaS. Hospitality or F&B industry experience is a strong plus. A commercial edge. You're comfortable having pricing conversations, pitching upgrades, and working towards revenue targets. Excellent command of English, both written and verbal. You'll spend a significant part of your day communicating with clients, so clear, warm, and professional communication is non-negotiable. Comfortable providing strategic advice to senior stakeholders, including restaurant owners, managers, and directors. A natural problem-solver who listens to understand and translates client challenges into solutions. Organised and self-directed. You'll manage your own book of accounts, pipeline, follow-ups, and renewals without constant oversight. Ambitious and self-driven, yet humble with the ability to self-reflect. Comfortable working under pressure and managing multiple accounts and projects simultaneously. Interested in tech. You don't need a technical degree, but you should be curious about how platforms work and confident learning new tools. #J-18808-Ljbffr