Customer Success Manager – Digital Operations (Remote)

About the role

The Digital Operations team is looking for a Customer Success Manager to act as a strategic partner for franchisees across the EMEA region. In this fully remote position you will drive adoption of our consumer‑facing technology ecosystem, including mobile apps, loyalty programs, delivery solutions and kiosk software.

Key responsibilities

• Lead strategic initiatives that increase digital business, such as mobile app adoption, loyalty engagement and digital ordering.
• Build and maintain strong relationships with franchisees, serving as the primary post‑sale contact for technology projects.
• Facilitate stakeholder meetings, business reviews and strategic discussions to uncover growth opportunities.
• Collaborate with Product, Engineering, Marketing and Guest Engagement teams to prioritize and deliver impactful digital features.
• Provide consultative guidance, identify technical solutions and support platform optimization.
• Manage rollout of new features, software releases and platform enhancements.
• Coordinate cross‑functional execution, handling timelines, expectations and conflict resolution.
• Use analytics and customer insights to improve digital adoption and satisfaction.

Required profile

• Degree in Computer Science, Engineering Management, Business or a related field.
• Minimum 5‑7 years of experience in a similar customer‑success or technology‑adoption role.

Required skills

What we offer

• Exposure to global EMEA markets and international stakeholders.
• Collaboration with Product, Engineering, Marketing and Guest Engagement teams.
• High ownership and autonomy in driving digital initiatives.
• Opportunity to influence digital experiences used by millions worldwide.