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Position Summary & Responsibilities
About Us:
ChowNow is one of the leading players in off-premise restaurant technology. As takeout becomes a vital revenue stream for independent restaurants, our platform helps owners focus on what they do best—serving great food—by offering solutions across the entire digital dining experience. From building branded websites and mobile apps, to powering online orders, managing menus, consolidating delivery, and running targeted marketing, we give restaurants the tools to grow on their own terms.
We support thousands of restaurants across North America, helping process $1B+ in gross food sales while saving our partners over $700M in third-party commission fees. Through our white-label ordering solutions, a growing demand network (including Google, Yelp, Apple, and Snap), and a diner-friendly marketplace, we empower independent restaurants to own their customer relationships and avoid inflated pricing and fees charged by 3rd party delivery apps like Uber and Doordash.
Founded in 2012, we’ve navigated rapid growth and transformation—from startup roots through the pandemic boom—and are now beginning an exciting new era under our CEO, Kanika Soni. As we evolve with new leadership and cutting-edge tools, we’re deepening our commitment to helping local restaurants thrive in the digital economy.
About the Position:
As the Senior Sales & Customer Success Operations Manager, you will be the business partner embedded deeply within Sales and CS, owning operational execution in an SMB environment. If your background is enterprise sales cycles, this will be a very different environment. You'll spot the friction and pain points, see exactly where workflows and processes break down, and define what actually needs to change — whether it's a workflow, a checklist, an ROE, or a comp trigger.
You bring the process rigor and the Business Systems team brings the technical chops to build durable & scalable systems. You define the what and why, translating a business need into a specific, buildable requirement — but you don't touch the systems yourself. The through-line across everything you do is reducing operational burden, especially manual work, so sales reps and customer success teams can focus on
Assessing adaptability and grit in the hyper-competitive restaurant tech space, focusing heavily on merchant retention, unit economics, and rapid problem-solving.
📋 Preparation Priorities (Key Areas to Clarify):
1. Over-relying on enterprise corporate playbooks that fail in SMB environments.
2. Showing arrogance or condescension toward the hospitality and restaurant industry.
3. Inability to explain how to reduce churn in a high-turnover merchant base.
✨ Recommended Role Alignment Hook:
I specialize in scaling revenue and retention for local merchant platforms by pairing relentless product empathy with tight operational execution.
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