Customer Success Manager

Own Loman's restaurants from post-go-live through every renewal that follows. Day-to-day partner to operators — accountable for retention, customer health, expansion, and NRR across a tiered book of business.

Loman AI is transforming how restaurants handle phone calls with an AI-powered voice platform built specifically for the restaurant industry. Our technology answers calls 24/7, takes orders, books reservations, answers menu questions, and integrates directly with restaurant POS and reservation systems to create a seamless guest experience. By eliminating missed calls and hold times, Loman helps restaurants increase revenue, improve operational efficiency, and deliver better hospitality ’re building one of the most advanced voice AI products in hospitality and partnering with restaurants ranging from independent operators to large multi-unit brands.

Our team combines deep expertise in AI, SaaS, and restaurant technology with a fast-moving startup culture focused on innovation, execution, and customer impact. At Loman, you’ll have the opportunity to help shape the future of how restaurants communicate with their guests while working on cutting-edge technology that solves real-world problems for one of the world’s largest industries.

About Loman

Loman is the #1 rated Voice AI for restaurants. Our AI phone agent answers 100% of calls, 24/7 — taking pickup and delivery orders, processing payments, booking reservations, and answering menu and FAQ questions, with clean tickets syncing straight into the restaurant's POS. Built in Austin. Used by some of the country's top operators. ARR is ramping fast. We're investing heavily in the post-sale operating model — segmentation, health, cadence, and expansion — and CS is the function that turns Loman from a great product into a long-term revenue engine.

About the Role

The Customer Success Manager owns Loman's restaurants from post-go-live through every renewal that follows. You're the operator's day-to-day partner — accountable for retention, customer health, expansion, and NRR across a tiered book of business. You'll run a proactive cadence, spot churn risk weeks before it hits, drive multi-location and add-on growth, and make sure every customer keeps getting more value from Loman every month.

This is a high-leverage seat — your decisions move NRR directly, and you're building the operating system as you run it.

Key Responsibilities

• Own NRR on your book. Retention, expansion, and renewal — your number, your accountability.
• Run the cadence. Monthly QBRs for high-touch, bi-monthly check-ins for mid-touch, triggered intervention for low-touch. ≥90% on-time touchpoint completion.
• Use Health Score as your radar. Monitor Red/Yellow/Green daily. Run the Churn-Risk Save playbook the moment an account turns Red. Acknowledge same-day, discovery call within 3 business days, written save plan within 5.
• Drive expansion. Multi-location roll-outs, bucket upgrades, add-ons. Spot signals early, qualify, build the case from real ROI numbers, propose, and close in partnership with Sales.
• Show value every time. Bring call volume, answer rates, recovered revenue, and missed-call analytics into every meeting. Operators should see the dollar impact of the agent, not just the agent.
• Forecast renewals. 30 days out, every time. Flag at-risk accounts early. Never lose a renewal that could have been saved.
• Be the voice of the customer. Sharp, structured feedback into Product, Engineering, and Onboarding — and close the loop back with the customer.
• Keep Hub Spot honest. CS Tier, Lifecycle Stage, Health, Expansion Opportunity, Last Sentiment — all current, all the time. If it's not in Hub Spot, it didn't happen.

What Success Looks Like

• In your first 30 days you've inherited your book, met every key contact, learned the playbooks, run your first round of check-ins, and made Hub Spot reflect reality.
• In your first 60 days you're running QBRs from the template, your Health Score reflects what you actually see in your accounts, you've executed at least one Churn-Risk Save playbook end-to-end, and you have a working expansion pipeline.
• In your first 90 days your book's…