Inside the Work of CSMs Driving Brand Success
April 28, 2025
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At 5&5, client success isn’t just a service—it’s our strategy for driving long-term growth. Behind the scenes of every platform integration, new store launch, and technology-fueled project for our brands is our powerhouse Customer Success Team, led by expert CSMs (Customer Success Managers). These aren’t just coordinators or support reps—they’re brand advocates, strategic partners, and problem solvers who walk hand-in-hand with our clients through the complexity of today’s restaurant tech landscape.
In a recent conversation with Ashley Prieto, our Associate Director of Customer Success, we dove into how her team brings partnerships to life every day. Ashley’s thoughtful approach to leadership and her unwavering focus on people—both clients and colleagues—shine through in everything she does. Her perspective reveals how 5&5’s customer success model is rooted in trust, collaboration, and ensuring restaurant brands aren’t just supported—they’re set up to scale.
More Than a Main Point of Contact: A Strategic Ally from Day One
When a restaurant brand signs on with 5&5—whether through a one-time project or ongoing retainer—they’re immediately introduced to a dedicated CSM. That person becomes their go-to, their connector, and often, their most trusted partner within our company.
Whether it’s opening new stores and bringing them online across all digital channels, programming Limited Time Offers (LTOs), or supporting a transition of ownership, our CSMs act as project managers who manage the many moving parts. They’re also the glue across departments, facilitating integrations with Digital Service Providers (DSPs) and making sure every system is fully operational and aligned with the brand’s goals.
“We don’t just execute tasks—we become part of the brand’s operations,” says Ashley, Associate Director of Customer Success. “Our goal is to be so embedded that we can anticipate what a client needs before they even ask.”
Retainers vs. Projects: Two Paths, One Standard of Excellence
Our CSMs approach project-based and retainer-based work differently—yet both require deep focus and seamless execution.
| Project-Based Work | Retainer Support |
| Fast-paced and highly tactical, project-based work is tightly scoped and outcome driven. Whether it’s integrating a new tech platform or launching a new service, the goal is precise execution and fast results. Once the objective is achieved, the reins are handed back to the client. | Strategic by nature and built for the long haul, retainer-based work centers on deep, ongoing relationships. Here, CSMs build ongoing relationships, constantly optimizing performance, providing data-backed insights, and helping clients navigate growth over time. The difference is in the mindset,” Ashley explains. “With retainers, we’re not just solving a problem—we’re helping steer the ship.” |
The Paperwork Problem (and How We Solve It)
One of the biggest operational slowdowns brands face is—unsurprisingly—paperwork. The admin load required to launch new locations, onboard digital platforms, and activate services can quickly overwhelm internal brand teams. That’s where our CSMs shine.
“We take the burden off the brand’s plate,” Ashley notes. “Some of this documentation can stretch out over weeks or even months—but we’ve developed internal processes that allow us to push through the friction and move things forward.”
In fact, thanks to persistent follow-ups and streamlined processes, our team sees a nearly 100% paperwork completion rate across clients—an operational metric we’re incredibly proud of.
In cases like Krispy Krunchy Chicken, where we’re empowered through special clauses to sign paperwork on behalf of the client, we’re able to drastically reduce turnaround times and keep launches on track.
Integration is Our Bread and Butter
Third-party delivery services are essential for modern restaurant operations—but integrating with DSPs like Uber Eats, DoorDash, and Grubhub can be a minefield. Every platform has its quirks, and menu syncing, pricing alignment, or merchant portal configurations can get technical quickly. “This is where our team really proves our value,” Ashley says. “We’ve created platform-specific playbooks and support guides so clients aren’t left guessing. And when needed, we jump on Zoom, Slack, or even pick up the phone to walk them through, step by step.”
The 5&5 Customer Success Team also proactively monitors delivery performance metrics like order accuracy, delivery times, and customer reviews. These insights help brands refine their strategies and maximize profitability across all delivery platforms.
The Client Hub: More Than a Dashboard—A Single Source of Truth
To centralize communication and reduce friction, we built the Client Hub—a one-stop resource that gives our clients full visibility into their work with 5&5.
Whether it’s viewing project timelines, requesting support, or accessing historical documentation, the Client Hub ensures transparency, alignment, and faster problem-solving. “It’s like a shared brain between us and the client,” Ashley explains. “Everything is documented, trackable, and accessible—so no one’s ever left in the dark.”
Client Advocacy: Owning the Brand’s Challenges Like They’re Our Own
Beyond delivering services, our CSMs advocate fiercely for every brand we work with. They monitor vendor performance, escalate issues, and ensure that partners like DSPs are living up to their promises.
“We hold vendors accountable and fight for what’s right for the brand,” Ashley emphasizes. “If something isn’t working, we bring the data, we push for change, and we make sure our clients stay prioritized.” This hands-on, high-touch approach is what sets our team apart—and it’s why so many clients see us as an extension of their internal teams, not an external vendor.
Let’s start a conversation…
Working with 5&5 isn’t just about checking boxes. It’s about operational excellence, strategic partnership, and a relentless commitment to helping restaurant brands grow and thrive. Our CSMs are not only your guides through today’s tech complexity—they’re the reason so many clients stay with us for the long haul.
👉 Curious how our Customer Success Team can help your restaurant brand scale faster and smarter? Let’s talk.
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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