Director, Customer Success

Summary

Join Fourth, a global leader in restaurant and hospitality management technology, as their Director of Customer Success! Lead a team of Customer Success Managers, focusing on retaining and expanding relationships with large, multi-location clients. Drive customer success outcomes by increasing renewal rates, reducing churn, and expanding revenue through upselling and cross-selling. You will manage customer success activities, lead churn mitigation, and develop strategies for growth. This role requires strong leadership, communication, and experience in customer-facing organizations within the SaaS and hospitality industries. Fourth offers a competitive benefits package, including unlimited PTO, health insurance, 401k match, and flexible work environment.

Requirements

• 8+ years’ experience in leading customer-facing organizations
• Ability to manage influence through persuasion, negotiation, and consensus building
• Customer focus and a passion for revenue retention and growth
• Deep understanding of value drivers in recurring revenue business models
• Excellent communication and presentation skills
• Previous experience managing a team
• Bachelor’s degree

Responsibilities

• Drive customer success outcomes by increasing renewal rates and reducing churn
• Influence future lifetime value through higher product adoption, customer satisfaction and overall health scores
• Manage customer success activities such as onboarding, training, services, and advocacy
• Lead churn mitigation strategies and ensure successful execution
• Expand our revenue in accounts through cross-sell referrals and up-sell
• Drive new business growth through greater advocacy and reference-ability
• Measure effectiveness of customer success by defining operational metrics for the team and establishing a system for tracking metrics
• Lead world-class customer success team by attracting and recruiting and developing high potential and experienced leaders for each functional role
• Manage and collaborate on projects to drive scalability through automation
• Partner with internal departments to ensure alignment

Preferred Qualifications

• Restaurant and/or hospitality industry experience
• SaaS experience

Benefits

• Unlimited PTO
• Health, Dental, Vision
• 401K match
• Charity Days
• Parental Leave
• Flexible Work Environment