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Slang AI is a conversational AI platform transforming the restaurant industry through voice AI solutions for customer engagement. As a Customer Success Manager on the SMB team, you'll own the full customer lifecycle for a portfolio of independent restaurants and small groups—from initial onboarding and adoption through renewal and expansion.
Your day-to-day responsibilities include running business reviews that align on success metrics, analyzing call data to identify and resolve intent-handling issues, coaching operators through configuration changes, and proactively preventing churn by ensuring proper product setup and team adoption. You'll work with accounts at various stages: a location struggling with host stand adoption, a multi-unit group evaluating rollout to additional stores, or a renewal at risk due to usage plateaus.
You'll report to the Head of Customer Experience and collaborate closely with the CSM team, Sales (on expansion opportunities), Support (on escalations), and Product (on feedback loops). The SMB segment is large with relatively light support volume, so you'll focus on high-leverage activities—digital success motions, automated adoption sequences, in-product nudges, and playbooks—rather than reactive firefighting. You'll use AI tooling to streamline your own workflow: account prep, call trend analysis, and customer communications.
The role is primarily remote with occasional travel to headquarters, customer sites, and company offsites. Slang values hospitality as a craft, ownership, and clarity. Restaurant experience is a plus but not required; the team teaches the rhythm of the industry.
