Customer Success Representative

Spoonity is on a mission to redefine customer engagement through smart, data-driven loyalty and gift card solutions tailored for the hospitality industry. We empower brands to grow by transforming everyday customers into lifelong Brand Ambassadors, one interaction at a time.

With operations spanning 30+ countries across four continents and a 50%+ year-over-year growth, and a 4.8 Glassdoor rating - Spoonity is scaling fast, and we’re just getting started. Our customer roster includes some of the most iconic brands in the world, including Carl’s Jr, Krispy Kreme, and Wingstop. Backed by an award-winning leadership team recognized by Forbes, Ottawa’s Forty Under 40, and PhDs in data science, we combine deep industry knowledge with an unwavering focus on innovation.

Over the past 5 years, we invested heavily in AI, marketing automation, and cutting-edge customer intelligence to shape a new standard for loyalty, one that’s seamless, personalized, and delightfully engaging. Joining Spoonity now means stepping into a rare opportunity to help scale a company that’s poised to lead the global loyalty transformation.

Spoonity is a loyalty and customer engagement platform serving restaurants and retail brands globally. We are hiring a Customer Success Manager to own post-sales relationships, drive product adoption, and ensure clients achieve measurable ROI.

Key Responsibilities

• Own a portfolio of restaurant and retail clients across LATAM and North America.
• Support new clients, coordinate training, and ensure smooth go-live.
• Develop success plans aligned with client goals and KPIs.
• Monitor account health, usage, and engagement metrics.
• Drive renewals and identify upsell or cross-sell opportunities.
• Serve as the client’s main point of contact for product questions and escalations.
• Partner with Product and Support to resolve issues quickly.
• Gather feedback to improve product features and user experience.
• Maintain accurate client data and activity logs in HubSpot.
• Deliver monthly and quarterly business reviews.

KPIs

• Client retention rate.
• Net Revenue Retention (NRR).
• Platform adoption and engagement metrics.
• Average response and resolution time.
• Upsell and cross-sell pipeline contribution.

Requirements

• 3+ years in Customer Success, Account Management, or SaaS client support.
• Experience in hospitality tech or loyalty programs is a strong asset.
• Proven track record of managing multiple clients and hitting renewal goals.
• Strong communication and presentation skills.
• Data-driven mindset with the ability to analyze usage and performance reports.
• Bilingual English/Spanish required.
• Familiarity with HubSpot

Compensation

• Competitive base salary.
• Quarterly performance bonus based on retention and upsell metrics.