Customer Success Manager (Enterprise SaaS)

Accountabilities:

Enterprise Account Management: Manage and develop relationships with a portfolio of large enterprise customers, ensuring strong partnerships, consistent engagement, and long-term customer success.
Customer Retention & Satisfaction: Drive customer satisfaction, loyalty, and retention by proactively monitoring account health, understanding customer expectations, and addressing potential challenges.
Quarterly Business Reviews: Plan, organize, and lead Quarterly Business Reviews (QBRs) with key customer stakeholders, presenting performance insights, reviewing progress against objectives, and identifying opportunities for improvement.
Product Adoption & Engagement: Develop and implement strategies to increase product adoption, optimize solution utilization, and help customers maximize the value of their SaaS investments.
Account Growth & Expansion: Identify opportunities for account development, additional product adoption, and expansion by understanding customer needs and aligning available solutions with their business objectives.
Customer Advocacy: Act as the primary customer advocate internally, communicating feedback, operational challenges, and improvement opportunities to relevant teams to enhance products and services.
Cross-Functional Collaboration: Partner closely with Product, Sales, and Support teams, including US-based colleagues, to coordinate customer initiatives, resolve issues, and ensure a consistent customer experience.
Operational Understanding: Leverage knowledge of restaurant and hospitality operations, including front-of-house and back-of-house workflows, labor efficiency, transaction management, loss prevention, and guest experience, to provide relevant guidance and recommendations.
Service Excellence: Maintain high standards of customer service through proactive communication, detailed follow-through, timely issue resolution, and effective relationship management.
Customer Success Strategy: Contribute to broader customer success initiatives by strengthening engagement strategies, improving retention outcomes, and identifying ways to enhance the overall customer journey.
Requirements:
At least 5 years of professional experience in Customer Success, Account Management, or a comparable customer-facing role.
Demonstrated experience managing enterprise-level customers and complex account relationships within a SaaS environment.
Strong understanding of SaaS business models, preferably gained within organizations generating $25 million or more in Annual Recurring Revenue (ARR).
Previous experience in the restaurant, hospitality, or food service industry is required; Quick-Service Restaurant (QSR) experience is considered a significant advantage.
Good understanding of restaurant operations, including front-of-house and back-of-house processes, workforce efficiency, transaction management, and customer experience.
Proven ability to manage strategic customer relationships, drive product adoption, and develop initiatives that improve retention and satisfaction.
Experience planning and leading Quarterly Business Reviews (QBRs), including presenting performance data, discussing business objectives, and developing action plans.
Strong commercial awareness and the ability to identify opportunities for account growth, product expansion, and increased customer value.
Excellent verbal and written communication skills, with the ability to engage effectively with customers, senior stakeholders, and internal teams.
Exceptional organizational skills and attention to detail, with the ability to manage multiple enterprise accounts and competing priorities.
Proactive mindset, strong ownership, and a sense of urgency when addressing customer needs and resolving issues.
Collaborative approach and ability to work effectively across Product, Sales, and Support functions.
Comfortable working independently in a fast-paced, remote-first, and internationally connected environment.
Strong problem-solving abilities and a customer-centric mindset, with a commitment to delivering measurable business outcomes.
Benefits:
Remote-First Culture: Work remotely from the United States with flexible working arrangements.
Competitive Work Environment: Join a global, high-growth SaaS organization operating at the intersection of technology, video intelligence, and restaurant operations.
Career Development: Access opportunities for professional growth and career advancement within an expanding technology business.
International Exposure: Work directly with enterprise customers and stakeholders across international markets.
Collaborative Team Culture: Become part of a supportive, respectful, and high-performing team that values collaboration and shared success.
Meaningful Impact: Help leading restaurant and hospitality businesses improve operational efficiency, reduce losses, and enhance customer experiences through innovative technology.