Customer Success Manager

United States only

Fourth is the world’s largest and fastest-growing global leader of end-to-end restaurant and hospitality management technology solutions. We pride ourselves on delivering a world-class SaaS experience for our clients by building long term partnerships starting from the first phone call. We know our recipe for success at Fourth is our amazing team... and that starts with hiring the right people! Interested in joining our smart, fun, and talented team? Fourth is seeking a Customer Success Manager to report to our Senior Manager of the Customer Success Team. The objectives are to maximize customer retention and success while driving operational excellence to ensure that your portfolio of customers are realizing the full value of their investment throughout the customer life cycle. This role requires working alongside Sales, Product, Professional Services and SeniorManagement to constantly represent the voice of the customer and to drive the highest possible return on investment. Key focus areas will include revenue retention, revenue expansion through renewals and lead generation and execution of business reviews with C-level presence. As a SaaS company, Fourth is looking for a candidate that is able to connect with and understand our customer’s needs and create effective growth and retention strategies that can scale across an enterprise portfolio of accounts. You will be responsible to ensure customers are getting the most value out of the product(s) with widespread adoption. In addition, you will develop strong customer relationships with C-level contacts, serve as a customer advocate, identify upsell opportunities that align with the customer needs, facilitate problem resolution between customer and company technical support, and be knowledgeable about the product and able to assist in training. In this role you will have responsibility for owning a portfolio of accounts, retaining, and growing the revenue from these accounts via contract renewals and lead generation. The essential qualities for success in this role include entrepreneurial disposition, self-starter, tenacious, organized, focused, responsible, and accountable. The Role. . . ● Responsible for overall revenue retention within your portfolio of accounts and held to a high attainment for your KPI metrics● Attain/Exceed revenue goals through contract renewals and identifying/qualifying upsell/cross sell opportunities within your portfolio with a high attainment for your KPI metrics● Establish and maintain executive level relationships within your portfolio● Develop and execute account objectives including negotiation of contract pricing and terms & conditions that align with Fourth standards● Manage all aspects of the customer success process typically beginning prior to contract signature for enterprise accounts. This will require a level of project management experience to ensure successful rollouts of the full suite of Fourth products.● Be a customer advocate. Communicate customer feedback and product requirements back to key stakeholders● Conduct Frequent Business Reviews, often to a C-level audience.● Support marketing efforts including soliciting customer testimonials and securingcustomer participation in company events● Handle support escalations as needed The Ideal Candidate. . . ● Ability to effectively implement account management and customer success strategies● Proven track record of consistently exceeding subscription revenue targets and renewal negotiation experience● Experience working with C level executives● Strong presentation, communication, prioritization, and negotiation skills● Excellent interpersonal and leadership skills● Proven team player● Strongly prefer experience in sales, operations and/or support for either the Entertainment, Restaurant or Retail Technology Space● Bachelor's s degree strongly preferred● 3+ recent years of experience as a hands-on Customer Success Manager for a SaaS company● Strong analytical skills, critical thinking, and problem-solving skills● Energetic, creative, organized, and self-motivated● Proven ability to effectively communicate with senior leaders internally and with customer● Travel required: 25% average Fourth Perks: Unlimited PTO, Health, Dental, Vision, 401K match, Charity Days, Parental Leave, Flexible Work Environment, just to name a few… Our StoryIn July 2019 Fourth joined forces with HotSchedules to become the global leader in end-to-end restaurant and hospitality management technology solutions. Together, the merged company now represents the world’s largest and only provider of end-to-end restaurant and hospitality management solutions for customers across the globe and of all sizes—from a single location or franchisee restaurant to a global restaurant or hotel chain. The combined company’s complete software-as-service (SaaS) solution suite including scheduling, time & attendance, applicant tracking, training, inventory management / procurement, HR / benefits and payroll services now serves customers in 120,000 locations worldwide and is supported by a dedicated, unified team across offices in the US, UK, Bulgaria, China, Australia, and UAE. Fourth is an Equal Opportunity EmployerAll qualified applicants will receive consideration without discrimination because of sex, gender identity, gender expression, sexual orientation, marital status, race, color, age, national origin, military status, religion, or disability or any other legally protected status.