Customer Success Manager, Emerging Accounts
Employment Information
Report this job
Job expired or something wrong with this job?
Job Description
Customer Success Manager driving onboarding, adoption, and retention across Fourth’s SaaS restaurant and hospitality technology accounts. Managing high-volume SMB portfolios through scalable playbooks and automation.
Responsibilities:
- Own a portfolio of approximately 50–75 larger Emerging/SMB accounts across onboarding through renewal
- Collaborate with Services to monitor onboarding progress and ensure customers reach adoption milestones and time to first value quickly
- Define each account’s value moment and track usage/adoption data against the customer’s business objective
- Conduct milestone check-ins, monitor adoption data and early churn indicators, and intervene with supplemental guidance
- Respond promptly to customer inquiries and support requests while meeting SLA commitments with Support
- Identify and flag expansion opportunities and renewal risk to the CSM Manager or Sales/Account Management
- Execute adoption and retention targets set by the CSM Manager
- Identify trends in customer challenges and suggest improvements to processes, FAQs, knowledge base content, and automation
- Use AI-enabled adoption and health-scoring tools to monitor portfolios and surface risk and expansion signals
- Maintain accurate records in Salesforce, Zendesk, and NetSuite as needed
- Work cross-functionally with Support, Product, and Sales
- Monitor success through time to first value, adoption rate, early churn rate, SLA adherence, and CSAT
Requirements:
- 1–3 years of experience in customer success, account management, onboarding, or customer support
- SaaS, HR, or payroll experience preferred
- Experience supporting SMB customers or managing high-volume, transactional workloads
- Strong familiarity with SaaS onboarding workflows
- Ability to explain technical features clearly and accessibly
- Proficiency in Salesforce
- Familiarity with Zendesk and NetSuite is a plus
- Comfortable using AI-enabled CS/adoption tooling, including health scoring and workflow automation
- Exceptional written and verbal communication, active listening, and an empathetic, customer-first approach
- Ability to prioritize and manage time across a high volume of concurrent customer needs
- Data-driven ability to interpret usage and adoption metrics against each customer’s stated objective
- Ability to work independently with minimal day-to-day supervision
- Remote employment limited to AZ, CA, CO, CT, DC, FL, GA, ID, IL, IN, LA, MA, MD, ME, MI, MN, MS, NC, NE, NJ, NM, NV, NY, OH, OK, OR, PA, SC, TN, TX, UT, VA, and WA
Benefits:
- Unlimited PTO
- Medical, Dental, Vision Insurance
- 401k Match
- Parental Leave
- Laptop and equipment
- Fully remote work arrangement
Similar Jobs
Manager, CRM Marketing
CRM Marketing Manager leading lifecycle campaigns, segmentation, and personalization for PrizePicks’ daily fantasy sports platform. Optimizing engagement, retention, and loyalty through data-driven CRM strategy.
Customer Success Tax Expert – Accounting, Tax
Customer Success Tax Expert für BuchhaltungsButler, eine cloudbasierte Buchhaltungssoftware für Unternehmen. Betreuung von SaaS- und E-Commerce-Kund:innen sowie Erstellung von KI- und Content-Ressourcen.
Director, Global Customer Success
Director leading global customer success and technical support for IonQ’s quantum and space technology solutions. Owning post-sale outcomes, renewals, mission success, and distributed team scaling.
Customer Success Manager
Customer Success Manager managing Enterprise accounts for Conga, which unifies commercial operations workflows. Driving customer value, retention, expansion, and pipeline through strategic success planning.
Senior Manager, Customer Success
Senior Customer Success leader driving digital adoption, portfolio governance, and value realization for Johnson & Johnson MedTech. Building customer relationships and scaling a digital success operating model.
Partner Success Manager
Partner Success Manager enabling VAR partners to grow Kinaxis’s AI-powered supply chain orchestration business. Driving partner readiness, pipeline governance, co-selling, and customer delivery outcomes in India.
Master’s Scholarship Fellow – Computational Memory, Cognitive CRM, Intelligent Agents
Bolsista mestre pesquisando memória computacional, RAG temporal e agentes inteligentes para o Instituto Itaú de Ciência, Tecnologia e Inovação. Desenvolvendo protótipos e métricas de avaliação contextual.
Manager, VSL Customer Success
Customer Success Manager leading Voyager Sopris Learning’s K-12 education customer-success organization. Building scalable operations across adoption, retention, renewals, expansion, and customer health.
Partnerships Customer Success Manager
Partnerships Customer Success Manager leading strategic partner relationships for Strive Pharmacy, a personalized compounding pharmacy. Driving renewals, expansion, retention, and executive-level partner success.
Customer Success Manager
Customer Success Manager leading CSMs, retention, and expansion strategies for Propelus’s healthcare compliance technology. Using customer data to reduce churn and improve enterprise account outcomes.
Customer Success Manager, Solutions
Customer Success Manager helping Waitwhile’s business customers optimize its wait-management SaaS platform. Owning renewals, expansions, technical solutions, and AI-powered customer support improvements.
Manager, Customer Success
Customer Success Manager leading teams that drive adoption, renewals, and expansion for Ping Identity’s cloud identity and cybersecurity platform. Managing enterprise outcomes, forecasts, KPIs, and cross-functional customer strategy.
Customer Success Team Lead – APAC
Customer Success Team Lead leading APAC support operations for Xapo Bank, a global digital bank. Improving service quality, customer satisfaction, compliance, and team performance.
Customer Success Team Lead – EMEA
Customer Success Team Lead overseeing global customer support operations at Xapo Bank. Coaching advisors, improving QA and CSAT, and driving service KPIs remotely.
Salesforce CRM Analytics
Salesforce Analytics Developer building CRM dashboards, reports, and predictive insights for a Weekday client. Transforming Salesforce data into reliable business intelligence for sales, finance, and operations.
CRM Lead Specialist
CRM Lead Specialist overseeing Klaviyo CRM production, QA, and Specialist teams. Driving lifecycle marketing innovation for Domaine, a Shopify ecommerce design and development partner.
Customer Success Analyst, Mandarin Speaking
Customer Success Analyst guiding renters through qualification for TheGuarantors’ fintech leasing-risk platform. Managing customer pipelines and Mandarin-English communications to drive revenue.
VP, Customer Success
VP leading customer success for Riedel Communications’ broadcast and live-event communication technology across the Americas. Driving retention, expansion, operational excellence, and customer advocacy.
Customer Success Manager
Customer Success Manager guiding APAC B2B flight-platform customers through onboarding and production support. Tripstack connects airlines and travel businesses through virtual interlining technology.
Director, Customer Success – Gracenote Division
Director leading enterprise customer success, retention, and growth for Gracenote, Nielsen’s entertainment metadata business. Managing global accounts, CSM teams, product adoption, renewals, and strategic client partnerships.