Key Account Customer Success Associate_Chineses Vertical

Chowbus is a leading Asian restaurant technology SaaS platform, with deep roots in the North American market for years. We stand as a pioneering enterprise in the North American Asian Restaurant SaaS sector, achieving doubled growth annually. We cover over 30 core states and 100 key cities across the U.S., and partner with more than 10,000 Asian restaurants. We build tech ecosystems that help restaurants grow, serve with heart, and uplift their communities.

Our vision is to create a world where culturally rooted food entrepreneurs thrive everywhere.

The KACSM is responsible for building and maintaining long‑term relationships with key enterprise clients, ensuring they fully leverage the company’s POS solutions to maximize business value. This role supports clients through POS system and feature demonstrations, evaluates solutions based on operational needs, and guides restaurant locations through onboarding and implementation. The KACSM works cross‑functionally with Sales, Product, Technical, and Support teams to deliver a seamless customer experience, drive client satisfaction, and support long‑term business success.

• Serve as the primary point of contact for master clients, building and maintaining long‑term relationships with senior management teams.
• Gain a deep understanding of clients’ business needs and goals, proactively communicating product requirements to internal teams and providing tailored POS solutions.
• Identify upsell and upgrade opportunities within existing accounts to expand product adoption and increase customer value.
• Recognize expansion opportunities within enterprise restaurant groups and drive new store signings as clients continue to grow.

• Assist large clients in completing POS product demos, ensuring they fully understand system capabilities and solution fit for their operational needs.
• Support individual store onboarding and go‑live processes to ensure smooth deployment and operational readiness.

• Proactively identify and resolve issues related to POS system usage, providing timely support and effective solutions.
• Coordinate with internal teams to ensure prompt responses to client inquiries and operational challenges.

• Deliver comprehensive system training and onboarding guidance to ensure clients are fully proficient in using the POS platform.
• Conduct regular training sessions and product update meetings to keep clients informed about new features and enhancements.

• Partner closely with Product, Engineering, Technical Support, and Operations teams to ensure client feedback is incorporated into product improvements.
• Lead regular weekly and monthly client meetings to gather business and product requirements, document feedback, and drive timely follow‑up across relevant teams.

• Advanced Microsoft skills, especially in Excel and Powerpoint.
• Strong execution and problem‑solving abilities in fast‑paced environments.
• Self‑motivated with the ability to lead initiatives independently while contributing to team success.
• Proficient in data analysis and reporting, familiar with CRM systems (e.g., Salesforce) and office software.
• Strong verbal and written communication skills.
• Bachelor’s degree or higher in related areas (preferred).
• 2+ years of experience in customer success management (preferred).
• Bilingual proficiency in English and Mandarin (required).
• Familiarity with POS systems and retail business processes (preferred).

• A fair compensation package.
• Medical, dental, and vision insurance.
• 401(k) plan.
• 100% employer‑paid Short‑Term Disability, Life Insurance, and Accidental Death and Dismemberment Insurance.
• Company holidays and birthday off.
• Paid parental leave.
• Flexible paid time off (PTO).
• Employee Assistance Program (EAP).

The salary for this role is $65,000–$75,000, plus sales commission, depending on experience.