About the Role
The Partner Implementation & Success Manager owns the customer journey from post-sale onboarding through implementation, go-live, adoption, retention, and growth. Serving as both an implementation project manager and long-term business advisor, this role helps restaurant partners successfully deploy Ingage solutions and use Ingage technology, services, data, and guidance to improve their operations and financial performance.
Working across Sales, Support, and Leadership, the Partner Implementation & Success Manager serves as a key relationship owner and customer advocate, ensuring clear communication, accountability, and follow-through throughout the customer lifecycle.
This role also participates in support operations through scheduled phone support shifts, rotating after-hours on-call coverage (with additional pay), and occasional emergency service calls.
Customer Onboarding & Implementation
- Serve as the primary customer contact following contract execution and own the transition from Sales through implementation and into ongoing account management.
- Manage onboarding plans, timelines, milestones, responsibilities, documentation, and customer requirements.
- Coordinate menu and system programming requirements, hardware preparation, deployment activities, and other implementation dependencies to ensure projects remain accurate and on schedule.
- Coordinate and deliver on-site and remote training for restaurant owners, managers, and staff, including POS operation, payments, back-office administration, reporting, menu management, and daily procedures.
- Conduct go-live readiness reviews and coordinate deployment and on-site go-live support.
- Conduct post-go-live follow-up to confirm successful adoption, address outstanding needs, and establish ongoing customer-success priorities.
Partner Success & Business Advisory
- Serve as a key relationship owner for assigned customers throughout the customer lifecycle.
- Build trusted relationships with restaurant owners, operators, managers, and key stakeholders.
- Develop a deep understanding of each customer's business model, goals, operational challenges, financial drivers, and opportunities.
- Maintain an active field presence through regular customer visits, success meetings, and structured business reviews.
- Use restaurant operations expertise, Ingage technology, and available data to help customers improve profitability, efficiency, guest experience, and management effectiveness.
- Translate operational, financial, and technical information into practical recommendations and help customers prioritize initiatives that produce measurable results.
Product Adoption, Retention & Growth
- Drive adoption and effective use of SAIL POS features, Ingage services, and customer-success programs.
- Monitor customer engagement, product utilization, satisfaction, account health, and retention risk.
- Identify at-risk customers early and coordinate appropriate action to address concerns and improve outcomes.
- Identify opportunities for additional Ingage products, services, upgrades, and expansion initiatives that support customer goals.
- Help customers continuously increase the value they receive from their relationship with Ingage.
Support & Escalation Management
- Participate in scheduled customer support phone shifts and the rotating after-hours on-call schedule (after-hours on call schedules provide additional pay in addition to salary).
- Troubleshoot POS systems, payment processing, hardware, software, and related restaurant technology issues.
- Document customer interactions, issues, actions, and resolutions accurately and promptly.
- Coordinate with Support and other internal resources when issues require additional technical expertise or escalation.
- Maintain ownership of customer communication and follow-through during significant issues or escalations.
- Perform occasional emergency customer-site visits for equipment replacement or critical operational issues when necessary.
Cross-Functional Coordination & Accountability
- Act as the voice of the customer while balancing customer advocacy with clear expectations, accountability, and sound business judgment.
- Coordinate with Sales, Support, and Leadership to ensure customer needs, implementation requirements, risks, and opportunities are clearly understood.
- Maintain accurate and timely CRM records, implementation documentation, customer-success plans, and account information.
- Ensure internal teams have appropriate visibility into customer goals, account health, implementation status, and priorities.
Key Performance Indicators
Success in this role will be measured through:
- On-time and successful completion of customer onboarding and implementation projects.
- Quality and execution of customer go-live events.
- Customer onboarding satisfaction and implementation quality.
- Customer retention and reduction of preventable churn.
- Adoption and utilization of key SAIL features, Ingage services, and customer-success programs.
- Completion and effectiveness of customer training.
- Proactive identification and management of account-health risks.
- Accuracy and timeliness of CRM records, project documentation, and customer follow-through.
Required Skills & Experience
- Significant experience in restaurant operations, hospitality consulting, restaurant business advisory, or a comparable customer-facing leadership role.
- Strong understanding of restaurant operations, financial drivers, management challenges, and opportunities for operational improvement.
- Strong project management skills with the ability to manage multiple implementations, customer relationships, deadlines, and priorities simultaneously.
- Excellent communication, facilitation, coaching, training, and relationship-building skills.
- Ability to translate complex operational, financial, or technical information into practical recommendations.
- Comfort working with restaurant technology, POS systems, payments, reporting, hardware, and related operational tools.
- Ability to troubleshoot restaurant technology and POS-related issues.
- Ability to balance customer advocacy with accountability and sound business judgment.
- Self-motivated and capable of working independently while collaborating effectively across departments.
- Excellent written and verbal communication skills across in-person, phone, video, and digital channels.
- Willingness and ability to learn and actively use CRM, Learning Management System, SAIL Plan, Menu Minder, Insights, AI, and future Ingage tools.
- Valid driver's license, reliable transportation, and ability to travel regularly to customer locations.
- Ability to occasionally lift up to 40 pounds when working with equipment and to sit or stand for extended periods.
Preferred Qualifications
- Prior restaurant ownership, executive leadership, multi-unit operations, or consulting experience.
- Experience advising restaurants on profitability, labor, food cost, menu strategy, workflows, guest experience, or organizational improvement.
- Experience with POS, SaaS, payments, restaurant technology, customer success, or account management.
- Prior experience implementing restaurant POS systems or other technology solutions.
- Experience conducting employee training, operational coaching, or customer onboarding programs.
- Familiarity with CRM software, Microsoft Office, and technology-enabled customer engagement.
What Success Looks Like
The Partner Implementation & Success Manager is successful when customers view them as a trusted guide who understands both their restaurant and their business goals.
Implementations are organized and professional, customers are well-trained and confident using Ingage solutions, and issues are handled with urgency and clear communication. Customers increasingly use Ingage technology and services to improve their businesses, while potential risks are identified before they become preventable churn.
Internally, Sales, Support, and Leadership have clear visibility into customer goals, account health, implementation progress, and priorities—and confidence that customer commitments are being followed through.
Role Expectations
- This is an on-site and customer-facing role based at Ingage LLC headquarters in Burnsville, Minnesota.
- Normal business hours are Monday through Friday, 8:00 a.m. to 5:00 p.m. Central Time, with flexibility as customer needs reasonably require.
- Frequent local travel is required for customer meetings, implementations, training, business reviews, and go-live events.
- Participation in scheduled support phone shifts and a rotating after-hours on-call schedule is required.
- Occasional evening, weekend, emergency customer-site, and overnight travel may be required.
- The responsibilities of this position may evolve as Ingage develops new technology, customer-success tools, processes, and service models.
Job Type: Full-time
Pay: $50,000.00 - $65,000.00 per year
Benefits:
- Dental insurance
- Health insurance
- Health savings account
- Life insurance
- Paid time off
- Parental leave
- Retirement plan
- Vision insurance
Application Question(s):
- If you have restaurant experience, please describe the extent of your experience, including your roles, years of experience, and the types of restaurant operations you’ve been involved in.
- What are your salary expectations for your next opportunity?
- Have you previously worked with POS systems, payment systems, online ordering, or other restaurant technology? If so, which systems or products have you used?
Experience:
- Restaurant: 1 year (Preferred)
Ability to Commute:
- Burnsville, MN 55337 (Required)
Work Location: In person
