Sr. Customer Success Specialist

Role Details

About Us

Crescendo represents peak CX performance in the AI era. We combine world-class outsourcing expertise with innovative technology to set a new standard in CX and operations, delivering results that scale and support that never sleeps.

More than that, Crescendo is about people. We don’t just connect talent with opportunity—we create a place where careers grow, ideas thrive, and people are empowered to make an impact.

Join us at Crescendo, and let’s build the future of customer experience together.
 

The Role

We are looking for an energetic, enthusiastic, and organized Customer Success Specialist to increase product adoption and maintain high customer retention. Customer Success Specialist are responsible for helping clients see the maximum value of the platform while guiding them to a better online presence by identifying opportunities to expand their current feature set. This is an incredible opportunity to join a fast-growing company serving the restaurant industry.
 

What You’ll Do:

• Operate at scale
  • Serve a large number of customers on the SMB Team.
  • Train customers on the platform to increase adoption and usage.
  • Effectively communicate the benefits of additional tools and features via phone, email, and live web demos.
  • Represent the company as the gold standard with exceptional customer service, accuracy, and enthusiasm.
  • Communicate clearly with customers who may be upset or considering canceling, and mitigate churn whenever possible.
  • Identify opportunities for expanding customer subscriptions through account consultation.
  • Track daily SLA performance for completing customer escalations.
  • Collaborate with the Support team to triage and resolve customer requests and high-level conversations.
  • Operate independently when investigating complex escalations, often during customer calls.
• Become an Expert in the Product
  • Help shape future product development based on trends in conversations with customers.
  • Advise customers to utilize all tools that best fit their business by understanding both the product and customer needs.
  • Address and manage platform bug and feature request feedback loops.
  • Quickly learn newly released features to provide tutorials for customers.
• Be Organized
  • Manage a calendar of daily customer calls and emails, keeping track of communications and responding within clearly defined SLAs.
  • Maintain accurate and timely records of customer communications within Salesforce.
  • Properly process upgrades, downgrades, and subscription changes through Salesforce.
  • Maintain organized and clear project boards (e.g., Asana) to ensure tasks are completed on time.

What We Expect From You:

• At least two years of experience in the Customer Success field  
• Highly energetic and ambitious. Excited to give 150% every day to help build a massive company
• Passionate about the restaurant industry and helping owners and operators thrive in a digital world
• Hyper-organized and strong multitasker who can easily manage numerous projects.
• Very strong attention to detail
• Can problem solve quickly and pivot with ease
• Interested in helping restaurant owners drive revenue with technology
• Positive, patient, and professional, with the ability to create and maintain relationships with customers
• Experience with, or interest in, web and digital marketing
• At least one year of experience in the hospitality industry is a plus
• Experience with POS systems or Online Ordering tools is a plus

What You’ll Get In Return:

• Hybrid working arrangements
• Competitive base salary
• Be part of a people-first, values-driven organization
• Work with innovative global partners and diverse teams
• Attractive benefits package including medical, dental, and vision options that are applicable per country of residence for all our full-time employees
• Access to free posture-based fitness workouts from home
• Training opportunities provided by Crescendo and outside entities
• 1-on-1 coaching with feedback sessions, mentorship, and opportunities for cross-functional development

Company Culture Is At Our Core

Core values give our work intention and our culture its edge. They’re the standards we hold for ourselves, our partners, and each other.

• Care for others: Empathy is a key driver. When people thrive, so does the mission.
• Embrace growth: Curiosity fuels progress. Take bold risks, sharpen your edge, go forward.
• Manifest trust: Trust is our currency. Earn it daily, protect it fiercely, and let it fuel what’s next.
• Take ownership: Bold choices with integrity at the core—that’s how impact lasts.
• Be humble: Humility opens the door to better ideas. Hear others, lift others, keep learning.

Crescendo is proud to be an equal-opportunity workplace. We value diversity, inclusion, equity, and belonging and these pillars are at the heart of how we work together. We are committed to providing equal employment opportunities regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, Veteran status, or any other applicable legally protected characteristics in the location in which the candidate is applying. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements.

We are committed to the inclusion of all individuals and will make reasonable accommodations for qualified individuals with disabilities in our job application process.  If you require assistance or accommodations to participate in the job application or interview process, please contact careers@crescendo.ai.

PRIVACY NOTICE

Crescendo is committed to ensuring your privacy and the protection of your personal data. By filling out the forms associated with your job application and submitting your data to us, you are giving us your consent to process your data and store it for potential recruitment and hiring purposes.

To understand more about Crescendo’s privacy program, including your rights and options for managing the personal data you submit to us, please visit our Privacy Center here.