Retention Customer Success Associate

Join the OrderYOYO Team – Retention Customer Success Associate

Are you a proactive and people-focused individual with a passion for building strong relationships and driving customer success? OrderYOYO is looking for a motivated Retention Customer Success Associate to support our restaurant partners and help them stay active, engaged, and successful on our platform.

Who We Are

At OrderYOYO, we're revolutionising how people order food by equipping restaurants with personalised branded websites, mobile apps, and marketing support. Our mission is to empower small and medium-sized restaurants to take control of their online presence without paying high commission fees.

Our Culture

We pride ourselves on a collaborative, supportive work environment where personal expression and growth are encouraged. Our core values – Passion, Action, Compassion, and One Team – are at the heart of everything we do.

We’re committed to ongoing development with structured training plans, clear performance goals, and a people-first approach.

The Role: Retention Customer Success Associate

This role focuses on supporting existing restaurant partners after onboarding, ensuring they remain successful and continue receiving orders through the OrderYOYO platform.

You will play a key part in reducing churn, reactivating inactive partners, and driving long-term engagement through proactive outreach and performance support.

This position is currently based in our Manchester office full-time.

Responsibilities:

Customer Retention & Success

• Conduct proactive outbound calls to restaurant partners to ensure continued engagement and activity.
• Identify partners at risk of churn, particularly those who have not received an order in the last 28 days (L28).
• Take ownership of churn-save conversations and support partners in overcoming challenges.
• Review partner performance data and recommend optimisations (e.g. promotions, menu improvements, meal deals).
• Drive adoption of tools that increase visibility and orders, such as Google Business Profile and marketing features.
• Support partners in reaching key success milestones, including PRO account performance targets.
• Collaborate with internal teams to resolve issues quickly and improve the partner experience.

Targets & Performance Expectations

• Maintain strong daily outreach activity, including connected call targets.
• Contribute to department churn-save goals each month.
• Support weekly PRO performance and partner maturity milestones.
• Help reduce regional inactivity rates by keeping L28% below target levels.

Working Hours

• Monday to Friday, flexible shifts:
9am–5.30pm, 9:30am–6:00pm, or 10am–6.30pm.

What We Offer

• £26,500 salary
• OTE: £600 p/m (Uncapped)
• Clear career progression paths within Customer Success Senior roles
• Based in our Manchester Office
• Fun, social team environment with monthly events and two annual company-wide parties
• International quarterly conferences
• Casual dress code
• Supportive training and development from day one

What We're Looking For

• A positive, proactive attitude and willingness to adapt
• Strong communication and organisational skills
• Confidence speaking with customers and building long-term relationships
• Ability to work towards targets and KPIs in a fast-paced environment
• Experience in retention, customer success, sales, or account management is a bonus (but not essential)
• Team spirit and ability to thrive under pressure
• Self-motivated and capable of managing tasks independently
• Passion for helping small businesses succeed