About Slang AI Slang AI is redefining customer engagement through conversational AI, making every interaction seamless and efficient. Backed by Techstars.
About the role
As a Customer Success Manager on our SMB team, you'll own the customer journey for a book of independent restaurants and small groups, from initial results review, through adoption, renewal, and expansion. Your day starts with the accounts that need you: a GM whose host stand is ignoring the tablet, a two-location group deciding whether to roll Slang out to store three, a renewal sixty days out with a usage curve that's flattened.
What they're looking for
- Retention and renewal ownership. You own renewal outcomes across your book, spot risk early through usage and sentiment signals rather than after the fact, and run a documented save motion when an account wobbles
- Expansion and NRR contribution. You surface additional-location and additional-use-case opportunities, qualify them, and partner with Sales to close. You carry a share of the team's NRR goal
- Business reviews that change behavior. You run crisp, data-grounded reviews with GMs and owners that reframe the conversation from "is this working" to "here's what we do next."
- Product fluency and technical confidence. You can explain how Slang is configured, diagnose why a call flow is misfiring, and walk a non-technical operator through a fix without making them feel stupid
- Voice of the customer. You escalate patterns, not one-offs. You give Product and Support usable signal and you close the loop back to the customer when something ships
- Experience: 3+ years in customer success, account management, or another client-facing role owning retention and growth outcomes. SMB or high-volume book experience is strongly preferred
More about this role
What Your Experience Will Be
As a Customer Success Manager on our SMB team, you'll own the customer journey for a book of independent restaurants and small groups, from initial results review, through adoption, renewal, and expansion. Your day starts with the accounts that need you: a GM whose host stand is ignoring the tablet, a two-location group deciding whether to roll Slang out to store three, a renewal sixty days out with a usage curve that's flattened. You'll run the business review that reframes what "working" means, dig into call data to find the intent that's getting mishandled, and coach an operator through a menu change that will quietly break their answers if nobody updates it.
You'll report to the Head of Customer Experience at Slang. You'll work day to day alongside a team of CSMs and partner closely with Sales on expansion, Support on escalations, and Product on the feedback loops that turn recurring customer pain into a roadmap. Because our SMB segment is large and our support volume is comparatively light, you'll spend less time firefighting and more time on the thing that actually moves retention: making sure the product is configured well, adopted broadly, and...
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