Enterprise Customer Success Manager

Summary

Join PAR Technology's Punchh team as an ambitious Customer Success Manager! Lead a high-performing team of Enterprise CSMs responsible for managing the largest and most strategic accounts in the restaurant and retail sectors. This role blends account management leadership, technical expertise, and loyalty strategy thought leadership to maximize customer platform value. You will drive team success by setting a vision for scalable account management, developing problem-solving frameworks, and providing strategic guidance for customer growth. The position is located in Austin, TX or remote. The ideal candidate possesses extensive experience in customer success, account management, or consulting within a SaaS environment, with a proven track record of driving team success in renewals, upsells, and cross-sells. Thought leadership in loyalty strategy and strong technical acumen are essential.

Requirements

• 10+ years of experience in Customer Success, Account Management, or Consulting within a SaaS environment, with at least 5+ years managing teams that support enterprise customers
• Proven track record of driving team success in renewals, upsells, and cross-sells, with a focus on strategic account growth
• Excellent technical acumen with the ability to understand complex platform functionality and guide teams through technical challenges
• Thought leadership in loyalty strategy, with the ability to translate industry trends into actionable insights for customers and teams
• Strong interpersonal and communication skills to build trust and foster collaboration across teams and with customers
• Proficiency in Salesforce, Gainsight, or other CRM and customer success platforms
• A growth mindset with a passion for coaching, inspiring, and scaling high-performing teams

Responsibilities

• Provide coaching and mentorship to your team of Enterprise CSMs through structured one-on-ones and ongoing development plans
• Establish a high-performing team culture that prioritizes customer success, thought leadership, and continuous improvement
• Lead the recruitment, onboarding, and training of new team members to ensure they excel in their roles
• Drive the development of scalable and repeatable account planning processes to help CSMs identify opportunities for renewals, upsells, and cross-sells
• Guide your team in building and nurturing executive-level relationships with enterprise customers, ensuring alignment with their business goals and loyalty strategies
• Attend key customer meetings, including escalations and QBRs, to provide leadership and build trust with strategic accounts
• Ensure your team is proficient in the technical aspects of the Punchh platform, enabling them to address complex customer challenges effectively and work with deeper internal technical resources
• Serve as a senior escalation point for technical and business-critical issues, collaborating with internal teams (Support, Product, Engineering) to drive timely resolution
• Act as a trusted advisor and industry expert, guiding your team and customers on best practices for implementing and evolving loyalty strategies within the restaurant and retail space
• Stay informed on market trends and innovations, ensuring Punchh’s customers remain competitive and future-ready
• Advocate for customers internally by sharing insights with Product and Marketing teams to influence roadmap and strategy
• Partner with cross-functional teams, including Sales, Product, and Support, to create a seamless customer journey and drive enterprise customer satisfaction
• Identify and implement process improvements to increase the efficiency and scalability of enterprise account management
• Provide strategic feedback to influence account assignments, customer success processes, and team metrics

Preferred Qualifications

• Experience in mar-tech, restaurant tech, CRM, or ecommerce SaaS industry specifically, or digital marketing agency managing commercial brand client accounts
• Experience in marketing or Customer Success for a large enterprise brand in restaurants or retail

Benefits

• Unlimited PTO (Exempt Employees)
• 3+ weeks/ year of Vacation/ PTO (Non-exempt Employees)
• Healthcare Benefits
• Fitness/ Wellness Reimbursement ($300/year)
• Internet Stipend (Remote employees)
• Employee Stock Purchase Program
• 401k Match
• The base salary range for this position is $135,000 - $150,000 USD per year commensurate with work location, experience, skills, certifications, education, and prior accomplishments
• The position may be eligible for additional compensation, including a bonus, commission and/or equity, as applicable