Enterprise Customer Success Manager
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Job Description
Enterprise Customer Success Manager owning renewals, growth, and executive relationships for Thanx’s restaurant loyalty and guest-engagement platform. Fully remote across the US and Canada.
Responsibilities:
- Own strategy for a portfolio of approximately 10–12 of Thanx’s largest and most strategic restaurant brands
- Report to the VP of Customer Success
- Work cross-functionally across Sales, Support, Product, Engineering, and Finance
- Set account direction and defend it with senior client-side and internal stakeholders
- Define cross-functional needs, rationale, and business impact; direct execution like a business owner
- Own and close full-cycle renewals, leading negotiations with Finance and the VP of Customer Success
- Find and develop internal customer champions
- Identify underperforming accounts and build growth plans with senior buy-in
- Use AI daily for account planning, health monitoring, stakeholder communications, and renewal preparation
- Travel for on-site business reviews, executive meetings, brand launches, and industry events
Requirements:
- 6+ years in Customer Success, Account Management, or a strategic customer-facing role on complex, multi-stakeholder enterprise accounts
- Track record as a strategist directing cross-functional partners toward customer outcomes
- Executive presence and ability to advise and challenge senior stakeholders
- Startup experience; explicitly non-negotiable for this role
- Real fluency with AI tools used daily, including a specific example of on-the-job AI use
- Experience owning renewal and expansion conversations, including with procurement and finance counterparts
- Experience with a health-scoring or Customer Success platform is a plus
Benefits:
- Equity for every employee
- AI tools and real token budgets
- AI tooling budget
- Access to Keystone, an internal natural-language data and tooling platform
- Access to The Grid for hosting and sharing AI-built applications, reports, and tools
- Company-wide AI show-and-tell culture
- Access to the CS Cantina skill library
- Fully remote work
- 10–15% travel, including industry events
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