Customer Success Manager (Enterprise SaaS)
New
J
JobgetherRestaurant technology
Work remotely from the United StatesFull-TimeManager
Salary not disclosed
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Job Details
- Experience
- At least 5 years of professional experience in Customer Success, Account Management, or a comparable customer-facing role.
- Required Skills
- Stakeholder managementCustomer SuccessSaaSCross-functional collaboration
Requirements
- At least 5 years of experience in Customer Success, Account Management, or a comparable customer-facing role.
- Demonstrated experience managing enterprise customers and complex account relationships in a SaaS environment.
- Strong understanding of SaaS business models; experience with organizations generating $25 million or more in ARR is preferred.
- Previous experience in the restaurant, hospitality, or food service industry is required; Quick-Service Restaurant experience is an advantage.
- Understanding of restaurant operations, including front-of-house and back-of-house processes, workforce efficiency, transaction management, and customer experience.
- Experience driving product adoption and developing initiatives to improve retention and customer satisfaction.
- Experience planning and leading Quarterly Business Reviews, presenting performance data, and developing action plans.
- Ability to identify opportunities for account growth, product expansion, and increased customer value.
- Strong verbal and written communication skills for engaging customers, senior stakeholders, and internal teams.
- Organizational skills and attention to detail to manage multiple enterprise accounts and competing priorities.
- Ability to collaborate across Product, Sales, and Support and work independently in a remote-first environment.
Responsibilities
- Manage relationships with a portfolio of large enterprise customers.
- Monitor account health and address challenges to support customer satisfaction, loyalty, and retention.
- Plan and lead Quarterly Business Reviews with customer stakeholders, presenting performance insights and identifying improvements.
- Develop strategies to increase product adoption and help customers maximize the value of SaaS solutions.
- Identify opportunities for account development, additional product adoption, and expansion.
- Communicate customer feedback and operational challenges to relevant internal teams.
- Partner with Product, Sales, and Support to coordinate customer initiatives and resolve issues.
- Use knowledge of restaurant and hospitality operations to provide relevant guidance and recommendations.
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