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Join LANCH as a Customer Success Manager and build the CSM function from the ground up. You will own performance management for a portfolio of partner restaurants (>€5M annual revenue), driving measurable improvements in revenue, quality, and availability through data-driven strategies and AI-first process optimization.
Key Responsibilities:
Partner Management: Serve as the primary point of contact for your partner portfolio, steering collaboration against clear KPIs (revenue, availability, quality/ratings). You set priorities, provide constructive challenge, and ensure consistent execution.
Performance Analytics: Independently build analyses in Metabase and write SQL queries as needed to identify root causes of performance changes. Translate data insights into clear, actionable recommendations and track the impact of your initiatives.
Revenue Growth: Identify and implement revenue-driving measures including delivery zone optimization, operating hours adjustments, menu/assortment optimization, quality improvements, and promotional setup. Focus on sustainable growth rather than short-term pushes.
Process Development: Create playbooks, routines, and standards to make partner management repeatable and scalable. Leverage Gemini/AI as a default tool to document workflows, automate processes, and drive continuous improvement.
Operational Support: When urgent issues arise or actions need rapid support, step in pragmatically and coordinate across internal teams and partners. Startup reality means maintaining focus while staying flexible.
Required Background:
Education: Business-related degree or training (Business Administration, Economics, Management, Entrepreneurship) ideally with initial work experience (internships, full-time roles) or administrative/operational management experience in hospitality or gastronomy.
Core Competencies:
KPI & Business Thinking: Deep understanding of operational KPIs (revenue, conversion, availability, cancellations, ratings) and ability to derive structured measures from data (hypothesis → test → result).
Process Building: Ability to define, simplify, and standardize processes (playbooks, checklists, escalation paths) and measure effectiveness.
Business Communication: Clear explanation of numbers, articulate measure formulation, and stakeholder alignment (partners + internal teams) toward shared goals.
Tool Proficiency: Clean work with spreadsheets, CRM/ticketing systems, and documented decision-making.
Desirable Skills:
Analytics: Independent SQL query writing and self-service analysis building in tools like Metabase.
AI-Native Mindset: Daily use of AI as a productivity tool (analysis preparation, process design, communication, automation ideation) with thinking in prompts, templates, and workflows.
Location & Start: Office-based in Berlin with direct collaboration with colleagues and remote partnership engagement. Start ASAP. Fluent German required.
