Senior Customer Success Manager

Job Summary

Leading a team of Customer Success Managers, the full-time Senior Customer Success Manager (Enterprise) will focus on enhancing relationships with multi-location restaurant groups and high-ARR customers to drive retention, expansion, and measurable business outcomes in a remote setting.

Key responsibilities

• Strengthen strategic partnerships with multi-location restaurant brands to maximize platform value and achieve growth
• Reduce customer churn and drive expansion through proactive account management and tailored retention strategies
• Establish best practices for managing complex accounts with multiple stakeholders to improve overall customer experience

Required qualifications

• 7+ years of experience in customer success, account management, or customer retention, preferably in SaaS or restaurant technology
• 3+ years of leadership experience managing Customer Success or Account Managers with a proven track record
• Experience managing high-ARR customers with multi-location operations
• Strong analytical skills to interpret customer metrics and develop retention strategies
• Excellent communication skills to manage executive-level customer relationships effectively