Offer summary

Qualifications:

Proven experience in change management and technology adoption., Exceptional communication and interpersonal skills., Strong organizational skills with attention to detail., 3+ years of experience in hospitality or food service management..

Key responsibilities:

Evaluate merchant operations to identify opportunities for improvement.

Build and nurture long-term relationships with merchants.

Collect and analyze merchant feedback to inform product development.

Contribute to the strategy and structure of the Client Success team.

Job description

Do you thrive on building positive client relationships and ensuring a smooth transition? Do you have a passion for the restaurant industry and a knack for tech? If so, then Craver wants you!

About Craver

Craver is a Canadian tech leader, empowering local restaurants and fostering vibrant communities. We've developed a cutting-edge platform that streamlines ordering, engagement, and loyalty programs, helping hundreds of restaurants thrive. From mobile ordering to in-store kiosks, Craver empowers restaurants to retain and grow their customer base. We partner with Vancouver favourites like Railtown Cafe, alongside hundreds of other restaurants across North America, Europe, and Australia. Recognized as a top Canadian tech company to watch and a Best Workplace in Canada for two years running (2021 & 2022), Craver is a company on the rise!

As a Client Success Specialist, you play a pivotal role in ensuring our merchants have the knowledge, resources, and support they need to fully leverage the Craver platform and embed it into their operations. You will focus on helping our merchants achieve success milestones quickly, maintaining strong and lasting relationships, and driving high merchant retention. This role requires outstanding problem-solving, communication, customer service, and execution skills. You’ll collaborate with cross-functional teams and have a keen eye for identifying opportunities to elevate merchant success.

Key Responsibilities

1. Merchant Success & Optimization

Evaluate merchant operations with Craver to identify opportunities that improve the guest experience, increase customer sign-ups, and drive sales.
Guide merchants through adoption, and growth to ensure long-term platform integration and value realization.

2. Merchant Relationship Management

Build and nurture long-term, trust-based relationships with merchants, acting as a strategic partner throughout their Craver journey.
Organize and proactively manage high-risk or white-glove accounts with tailored support.
Handle escalations and complex concerns with professionalism and urgency.
Identify and recommend upsell opportunities to increase merchant value.
Collaborate with merchants to improve Net Promoter Score (NPS) and measure success through regular check-ins and feedback loops.

3. Product Feedback & Development Support

Collect, analyze, and synthesize merchant feedback to inform Craver’s Product Roadmap.
Coordinate beta feature testing with merchants and gather actionable insights to improve functionality prior to full-scale launches.
Serve as a bridge between the Client Success and Product teams, ensuring merchant needs and pain points are consistently communicated and prioritized.

4. Strategic Growth of the CS Function

Help shape the function within the Client Success team by contributing to strategy, structure, and client engagement practices.

Requirements

Proven experience in change management and the adoption of new technologies.
Exceptional communication and interpersonal skills.
Strong organizational skills with keen attention to detail.
Effective collaborator across cross-functional teams including Product, Marketing, and Sales.
Demonstrated analytical and problem-solving abilities.
In-depth knowledge of customer success best practices, SaaS platforms, and industry trends.
A customer-first mindset with a passion for delivering exceptional service.
3+ years of experience in hospitality or food service management.

Benefits