Enterprise Customer Success Manager Wfh (Remote)

About Us

Join a trailblazer in the hospitality technology sector, recognized for our cloud-based digital guest engagement platform. Our cutting-edge solution encompasses a comprehensive array of services including loyalty programs, online ordering, gift cards, branded mobile applications, and valuable strategic insights. Partnering with over 1,800 leading restaurant and convenience store brands across 50,000 locations globally, we are committed to enhancing guest experiences that cultivate enduring customer loyalty. With two decades of industry expertise, our mission is to maximize client relationships and drive profitability through innovative engagement strategies.

Position Overview

We are inviting applications for the role of Enterprise Customer Success Manager (CSM). In this pivotal position, you will serve as a strategic partner and advocate for our esteemed clients throughout their engagement with our platform. The ideal candidate will demonstrate a profound understanding of client needs and industry dynamics, offering consultative support to ensure customers derive maximum value from our services. Your role will be instrumental in empowering clients with actionable insights and best practices to foster long-term satisfaction and retention.

Key Responsibilities

• Conduct regular engagement with assigned clients to facilitate their success post-implementation.
• Ensure consistent alignment with customers’ business objectives through proactive communication.
• Represent customer needs and trends within the organization, providing valuable insights for service enhancement.
• Assess customer relationship strengths and proactively mitigate potential risks.
• Cultivate robust relationships with stakeholders at all levels, including C-suite executives and operational teams.
• Spearhead the development and execution of Strategic Business Reviews and Success Plans customized for each client.
• Elevate customer awareness of available resources, features, and tools to optimize platform utilization.
• Maintain meticulous and current records of account profiles, key contacts, and engagement history within our CRM.
• Collaborate with the sales team to identify and qualify new business opportunities.
• Contribute to the creation of a library of customer testimonials and case studies.
• Assist clients in evolving their guest engagement initiatives.
• Remain abreast of platform developments, company vision, and industry trends to serve as a knowledgeable resource.
• Monitor key performance indicators (KPIs) related to feature adoption, engagement metrics, and client retention.
• Occasional travel may be necessary.

Required Skills

• Exceptional communication and interpersonal abilities, with a strong inclination to inspire clients and collaborate effectively with team members.
• Proficient in engaging with C-suite executives and delivering compelling presentations during Strategic Business Reviews.
• Strong active listening skills, capable of asking perceptive questions to uncover customer needs.
• Rapid rapport-building capabilities, focused on streamlining processes and enhancing client experiences.
• A client-centric approach to addressing challenges, demonstrating a commitment to delivering outstanding service.

Qualifications

• A minimum of 5 years of experience in customer success or account management, particularly in technical (SaaS) environments.
• Proven ability to navigate ambiguity and utilize creative problem-solving techniques.
• Demonstrated history of advocating for customer requirements within an organization and driving impactful solutions.

Company Culture And Values

Our organizational ethos champions customer success, collaborative teamwork, and a spirit of innovation. We empower our employees to take ownership of their roles and foster a culture that values open communication and support.

Career Growth Opportunities

We are deeply committed to the professional development of our team members, providing access to programs such as tuition reimbursement and resources like LinkedIn Learning. Employees are encouraged to pursue career advancement through mentorship and leadership pathways within the company.

Compensation And Benefits

• Salary Range: (90,000 – )120,000

We proudly offer a comprehensive benefits package designed to support employee well-being and personal growth, including:

• 401(k) contributions with an additional annual company contribution.
• Medical, dental, and vision insurance with substantial premium coverage, alongside options for Health Savings Accounts (HSA) and flexible spending accounts (FSA).
• Generous parental leave, company-paid short-term and long-term disability, and life insurance.
• Flexible Time Off (FTO) policy, encompassing accrued leave, public holidays, and additional floating holidays.
• Employee Assistance Program, tuition reimbursement, and free LinkedIn Learning membership.
• Voluntary benefits such as discounted pet insurance, identity theft protection, and legal coverage for various needs.

Employment Type: Full-Time