Offer summary

Qualifications:

Bachelor’s degree in business, communications, library sciences, or health-related majors preferred., 5+ years in relevant service-related industries such as food, hospitality, or retail., 5-7 years in sales, customer success, or account management roles, with SaaS experience being a plus., Excellent written and presentation skills, strong organizational skills, and advanced proficiency in MS Office and CRM software..

Key responsabilities:

Manage assigned customer relationships to maximize ROI and ensure strong renewal rates.

Engage in product development and contribute to selling and retention strategies.

Own post-sale contracting, upsell activities, and client engagement strategies.

Provide regular data management and reporting on program performance and collaborate with sales and customer success management.

Job description

We are seeking a Lead Customer Success Manager who will be accountable for managing assigned customer relationships and ensure that customers’ ROI is maximized, customers are referenceable, renewals rates are strong and share of wallet strategies are planned and executed in coordination with sales. Also engages with CSM management in company-wide initiatives to define new go to market plans, develop new product offerings and/or enhance client experiences for specific segments. Lastly, you will typically have responsibilities related to overall team growth and enablement.

Typically, customer portfolios are more complex with a higher level of execution autonomy. A staff member operating at this role is expected to contribute to problem solving on a regular basis by offering insights to team performance via data-driven observations.

The Role. . .

Participate in product development beta teams, contribute to selling and retention strategies, launch readiness, asset development; execute training and enablement work to scale the approaches into the CSM team at the time of launch.

Independently own post-sale contracting (renewal) and upsell activity for assigned portfolio (with a proven track record); responsible for pricing analysis, client facing negotiation and/or re- contracting around price increases or consolidation, resolution of invoicing issues, understanding of client profitability.

Own the development and execution of programs to the install base in conjunction with marketing and sales.

Provide regular data management and reporting into the performance of owned programs.

Work in conjunction with sales and customer success management.

Own client engagement strategy, presentation and content development around user sessions, conferences, and client advisory boards.

The Ideal Candidate. . .

Bachelor’s degree in business, communications, library sciences, or health-related majors preferred.

5+ years in relevant service-related industries (e.g., food, hospitality, retail).

5-7 years in relevant sales, customer success or account management roles.

5+ years in a relevant software role – SaaS experience is a plus with demonstrated ability or experience managing team-level client programs or highly complex client relationships.

Excellent written communication skills, with strong organizational skills and attention to detail.

Excellent client facing presentation skills with the confidence to present and engage at the C-level.

Strong problem-solving skills, proactivity with portfolio management to yield business outcomes, flexible mindset, and the ability to adapt quickly in fast paced multi-task environment.

Must be comfortable in the dynamic atmosphere of a technology organization with a rapidly expanding product and customer base.

Advanced proficiency in MS Office, including Word, Excel, Outlook, and Account CRM experience such as Salesforce.com or NetSuite, and other related software programs.

Fourth Perks: Unlimited PTO, Health, Dental, Vision, 401K match, Charity Days, Parental Leave, Flexible Work Environment, just to name a few…

Remote employment limited to: AZ, CA, CO, CT, DC, FL, GA, IL, IN, KY, LA, MA, MD, ME, MI, MN, MS, NC, NE, NJ, NV, NY, OH, OK, OR, PA, SC, TN, TX, VA, WA

Our Story

In 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 Employer

All 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.

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