Senior Customer Success Manager

Summary

Join Thanx, a leading loyalty and guest engagement platform for restaurants, as a Customer Success Manager. You will manage all aspects of the customer success cycle for key accounts, from onboarding to ongoing strategic account management. This role requires building strong relationships with C-suite executives and key stakeholders, developing success plans, and analyzing customer data to drive ROI. You will collaborate with various teams, including Sales, Onboarding, Product, and Engineering. The ideal candidate possesses 5-7 years of B2B customer success management experience in the software industry and a strong understanding of startup environments. Success in this role demands exceptional communication, presentation, and project management skills.

Requirements

• Be well-versed in managing a portfolio of complex customers who are 100+ location, brick and mortar merchants in the restaurant, retail, and service industry
• 5-7 years of software/B2B customer success management experience
• An understanding of startup environments and willingness to adapt in a fast-paced environment
• Strong written and verbal skills and enjoy speaking to a crowd
• A BA/BS
• A blended creative and analytical approach to problem-solving
• Familiarity with software, like Salesforce, Catalyst, Front and Notion

Responsibilities

• Manage your book of business to ensure adoption and strong customer health in line with company gross-and-net retention revenue goals
• Develop success plans to ensure customer’s goals are achieved through their use of Thanx
• Build strong, long-lasting relationships and become a trusted advisor with key stakeholders and executive sponsors across your customers’ organizations
• Be adept with customer data and analyze your findings to make recommendations to customers to drive ROI on Thanx
• Become an expert on the Thanx platform to provide technical and business solutions, continuously optimizing and improving customers adoption and performance
• Work seamlessly with various teams, specifically Sales, Onboarding, Product and Engineering to deliver quality outcomes to customers
• Manage all aspects of the Customer Success cycle for key accounts from onboarding, to launch/implementation and strategic ongoing account management
• Work directly with our largest Thanx customers to ensure they are successful and grow their business using Thanx tools
• Perform customer stakeholder management, timely and helpful customer strategy, as well as in-depth presentations on Thanx program insights
• Build deep relationships with and create value for CEO, CMO, CFO, COO as well as key partners and influencers
• Consistently exceed merchant expectations with your level of commitment and ability to deliver under tight timelines and limited bandwidth to create merchants who will publicly rave about their Thanx experience
• Be comfortable and experienced in presenting to C-Suite executives, rolling out training programs to multi-level contacts and developing and executing robust marketing plans with established marketing executives
• Own project management, maintaining comprehensive project plans, clearly executing an onboarding, launch and account management strategy that allows other company resources (Sales, Product, Engineering, Leadership Team) to easily engage and align in the process
• Glean valuable insights to identify key pain points for the customer and turn these insights into feedback for future Product/Engineering roadmap
• Possesses a willingness and grit to go above and beyond role description or standard working hours to deliver impactful results