How 5&5’s Customer Success Team Powers Restaurant Wins
October 21, 2025
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Walk into the opening day of a new restaurant and you’ll feel the energy instantly: you might be greeted by balloons at the door, then hit with the smell of fresh food on your way in. Teams are buzzing with anticipation, and guests are eager to be the first in to try what’s new.
What you don’t see is the orchestration behind it all, the careful coordination that ensures menus are correct in your POS and across digital channels, delivery platforms are synced, your loyalty program is tested, live and ready to go. If you’re supporting multiple openings, you also have to ensure your franchisees are supported. This doesn’t happen by chance, it’s coordinated.
At 5&5, that orchestration belongs to our Customer Success (CS) Team, the hidden engine of growth that transforms strategic vision into flawless execution.
As Director of Client Operations, Ashley Prieto puts it:
“Our Customer Success team plays a vital role in helping brands grow and maximize their return on investment. We act as a true strategic partner, helping brands get the most out of their collaboration with 5&5 for sustained growth and success.”
Customer Success isn’t just support, it’s what makes growth possible.
The Role of Customer Success at 5&5
CS is the bridge between a brand’s big ideas and the reality of day-to-day execution. It’s a team made up of program managers, problem-solvers and advocates who ensure that when a brand is ready to grow, nothing gets lost in translation.
– Seamless orchestration: CS connects all the moving parts: platforms, vendors, internal teams, and operators. They ensure there is steady communication and check-ins to keep things moving.
– Strategic foresight: Your customer success manager will get to know you, your tech stack, and the challenges you’ve faced. They can anticipate operational challenges before they surface, keeping projects running smoothly and new store openings on track.
– True partnership: The CS Team truly serves as an extension of a brand’s team, not just as a vendor. We serve as a trusted partner, advocating on the brand’s behalf to keep vendors accountable, maintain open lines of communication, and ensure smooth execution.
Customer Success Lead, Ben Frankart captures it best:
“Customer Success acts as an extension of our partner brand’s team to make sure everything runs smoothly. Your 5&5 Customer Success Manager (CSM) will keep new store openings on track, keep everyone working on the project aligned, and drive communication with vendors.”
It’s this mix of operational rigor and human partnership that keeps growth on track.
Core Areas of Support
The work of the CS Team spans multiple critical areas, many of them invisible to guests but absolutely essential to ensuring brand momentum never falters.
New Store Openings
Every grand opening is a high-stakes moment. Your 5&5 CSM ensures systems are ready to go on day 1 and all digital platforms are aligned. From loyalty, to catering, to inventory systems, CS makes sure your entire tech stack is on the same page. We make sure activations don’t just “go live” but go live seamlessly.
Changes in Ownership
Transitions can be disruptive if not managed carefully. CS handles the details, so ownership changes don’t affect guest experience or franchisee confidence.
Limited-Time Offer (LTO) Project Management
An LTO’s success hinges on flawless execution across multiple channels and systems. CS helps to coordinate promotional menu updates, digital platforms, and third-party ordering channels.
Digital Platform Maintenance
Ongoing updates, troubleshooting, and system maintenance can drain a brand’s resources. From updating phone numbers in Doordash, to revamping your store numbering system in Olo, Paytronix and many more, CS can take that on and ensure platforms stay optimized and up to date.
Third-Party Onboarding (Uber Eats, DoorDash, Grubhub)
Getting delivery channels online involves setup, testing, and rollout. CS guides brands through every step, configuring integrations, ensuring menus and pricing are accurate, running test orders, and launching smoothly so partners can start delivering with confidence.
Why This Matters
Growth can stall, or even backfire, without structured support. A delayed opening that was advertised, a misaligned LTO launch tied to special offers already live, or inaccurate menus may seem like small glitches, but for guests they translate into frustration, lost trust, and lost revenue.
The CS Team exists to keep those cracks from forming and ever reaching the guest. They remove the operational weight so brand teams can focus on strategy, leadership, and the guest experience.
For Ben, the pride comes in seeing the tangible impact their work has on partner success:
“An article ran in Restaurant Business Online highlighting one of the brands I work very closely with, Krispy Krunchy Chicken, as they opened over 600 new locations last year. Knowing my role and my work contributed to that success is really rewarding—and it’s a reminder of how much impact we can have in our day-to-day.”
The 5&5 Advantage
What truly sets 5&5’s Customer Success team apart isn’t just what they do, it’s how they do it. They don’t wait for problems to surface; they anticipate what’s next, guiding partners through every twist and turn of growth with a proactive mindset that feels more like a partnership than a service. Their deep technical fluency across loyalty programs and third-party integrations means every solution is backed by real expertise, not guesswork. As brands scale, 5&5 scales with them, executing with precision, adapting seamlessly, and keeping every initiative on track. And through it all, their people-first approach shines: approachable, collaborative, and genuinely invested in every client’s success.
Every new store, every ownership transition, every LTO launch is made stronger because of the invisible yet vital work CS leads.
For Ashley, one of her proudest achievements has been building the CS team into what it is today:
“It was a challenging but fulfilling experience and seeing the impact it had, whether in efficiency, innovation, or customer satisfaction, made all the hard work worth it.”
Let’s grow together
Growth doesn’t just happen. It’s built, coordinated, safeguarded, and powered by people who care as much about the details as they do about the big picture. At 5&5, our CS Team is that hidden engine. They don’t just support brands; they embody our mission to enable brands to grow, scale, and thrive in a digital-first future.
Ready to open smarter, launch faster, and grow with confidence? Reach out and let’s talk about how we can help.
Tephie is a Marketing and Communications Specialist at 5&5 who thrives on crafting compelling stories and building connections through words. With a passion for the restaurant industry and creative problem-solving, she ensures every blog post resonates with readers while delivering actionable insights. She also plays a key role in creating and executing social media strategies that bring 5&5 to life. Outside of work, you’ll find Tephie brainstorming new ideas, exploring food trends, or adding fun energy to the team!
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