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Flipdish is a SaaS platform helping independent restaurant and takeaway owners run their businesses through integrated tools spanning online ordering, marketing, loyalty, point of sale, and operational automation.
You'll join the Success organisation as a Technical Account Manager, owning a focused portfolio of restaurant clients while acting as a proactive technical problem solver. This role blends commercial account ownership with technical troubleshooting, requiring you to be equally comfortable discussing business goals and negotiating growth opportunities as you are investigating customer issues and translating technical context into commercial impact.
Key responsibilities include:
- Owning a portfolio of restaurant clients; building trusted relationships and taking responsibility for account health, satisfaction, retention, and commercial growth
- Growing account value through consultative conversations; identifying opportunities to increase subscription revenue, net fees, product adoption, and feature usage
- Monitoring customer health signals (usage, order performance, adoption, engagement); acting early on churn risks and optimising each customer's online ordering, app/web, loyalty, and retention setup
- Owning the Success escalation pipeline into Support and Product; investigating issues, providing clear customer and commercial context, and ensuring urgent or complex cases are triaged, prioritised, tracked, and resolved
- Acting as the technical bridge for the wider Strategic Account Management team; supporting issues beyond your own portfolio and turning recurring customer pain points into structured feedback and actionable Product or Support themes
- Using Salesforce, Looker, Flipdish Portal dashboards, customer health scores, QBRs, and account-performance data to diagnose problems, develop account plans, identify growth opportunities, and report on churn risk, escalation volume, themes, and resolution times
- Challenging poor decisions and proposing better ways of working; constructive challenge is a responsibility
Within your first three months, you will have built strong working knowledge of Flipdish products and processes, taken ownership of a defined account portfolio with regular customer contact and clear plans, identified and acted on meaningful churn risks and growth opportunities using data, earned trust across Strategic Account Management, Success, Support, and Product teams, and reduced friction between teams through improved escalation quality and communication.
Flipdish values ownership and clarity with a friendly, people-led culture. The company is AI-first, using technology to help customers achieve better outcomes—faster ordering, smarter marketing, and smoother operations. Inside the company, transparency is huge; you'll have meaningful scope, work closely with smart people across teams, and be trusted to make things better as Flipdish scales.
Requirements:
- Experience in technical account management, Strategic Account Management, Customer Success, Support, implementation, or a similar customer-facing role
- Ability to combine commercial account ownership with strong technical troubleshooting instincts, investigating likely root causes before escalating
- Understanding of commercial drivers of retention, churn prevention, upsell, product adoption, and account growth
- Ability to manage a portfolio of accounts while helping the wider team resolve urgent or complex technical customer issues
- Clear communication skills; ability to translate technical detail into practical customer impact, commercial risk, and useful context for internal teams
- High organisation, strong documentation habits, and consistent follow-through across account actions and escalations
- Confident use of data to understand customer health, diagnose problems, prioritise action, and make evidence-based recommendations
- Ability to work effectively across Support, Product, Sales, Activations, and Success, taking initiative without constant direction
- Calm under pressure with a consultative, solution-focused approach to frustrated customers or urgent issues
- Low ego, curiosity, and willingness to learn while constructively challenging unclear thinking or ineffective processes
Desirable:
- Experience in restaurant, hospitality, e-commerce, payments, or hospitality technology
- Hands-on familiarity with Salesforce, Looker, customer-health tooling, or similar analytics and CRM platforms
- Experience supporting SaaS implementations, integrations, product troubleshooting, or structured technical escalations
