Customer Success Manager | Loyalty & Ordering SaaS
A Stacked client is hiring a Customer Success Manager to drive ROI, grow MRR, and retain its
merchant base.
This is a great opportunity to be a central part to a fast growing technology company. The
successful candidate will be working in a dynamic environment, with a customer-focused
approach to solutions informing everything you do. Although this is a role primarily focused on
customer success, candidates should have the flexibility to also manage elements of pre-sales,
support and customer on-boarding.
"Our merchants are our most valuable asset, and this role is about making sure they feel it: that
we drive revenue, loyalty, and marketing success for their business.
We’re now evolving into a marketing engine for operators - connecting loyalty, ordering,
payments, and customer data into one powerful platform and our long-term growth depends on
how well we grow and retain our existing merchants.
You’ll have the opportunity to contribute to how we manage, measure, and elevate merchant
success - combining data, storytelling, and strategy to make our partnership indispensable"
🎯 Role Purpose
You’ll be a central part of our Customer Success team - balancing relationship
management, data-driven insight, and commercial growth.
This role is about helping merchants unlock the full value of our solution, spotting growth
opportunities, and building the playbooks and processes that keep churn low and expansion
high.
You’ll segment our merchants, help design proactive engagement plans, and make sure
Pepper’s team tells the story of ROI in every conversation.
🌟 What Success Looks Like
● Our merchants see measurable commercial value and deeper loyalty outcomes.
● Churn is reduced through proactive insight and engagement.
● We have a clear segmentation framework - knowing who needs what, when, and why.
● Upsell opportunities are identified and acted on, driving measurable NRR growth.
● Customer Success becomes a storytelling and data hub - combining usage insights
with commercial messaging that shapes merchant strategy.
● Merchants continue to view us as a strategic partner, not just a tech provider as
we scale.
🧩 Key Responsibilities
💬 Relationship & Storytelling
● Act as a strategic advisor to key merchants - understanding their business goals and
showing how our product drives them.
● Turn data and results into compelling stories and case studies that demonstrate ROI.
● Build and maintain executive relationships with top merchants.
📈 Revenue & Retention
● Identify and execute upsell and cross-sell opportunities across our solutions.
● Lead QBRs and business reviews that show value delivered and next steps.
● Forecast renewal risk and intervene early to protect revenue.
⚙️ Process & Delivery
● Create and implement scalable onboarding and success playbooks.
● Collaborate with Product and Support to close the feedback loop and drive adoption.
● Contribute to best-practice processes for tracking merchant health and triggering
action.
💡 Ideal Profile
● 3+ years in Customer Success, Account Management, or Growth roles within B2B
SaaS or hospitality tech.
● Commercially minded - understands how to link product usage, data, and revenue.
● Strong storyteller who can turn insights into clear narratives and recommendations.
● Analytical and data-driven, able to build dashboards, spot trends, and drive process
improvements.
● Confident presenting to senior stakeholders and translating complex insights into action.
● Takes real ownership of their space, with a builder’s mindset and genuine pride in the
impact they create.