Enterprise Customer Success Manager

This is a fully remote position, open to applicants in United States, +1 more country.

📋 Description

• Take charge of the strategy for a portfolio comprising around 10–12 of Thanx’s most significant and strategic restaurant brands.

• Report directly to the VP of Customer Success.

• Collaborate cross-functionally with Sales, Support, Product, Engineering, and Finance teams.

• Establish account direction and advocate for it with senior stakeholders both on the client side and internally.

• Define the cross-functional requirements, provide rationale, and assess business impact; lead execution as a business owner.

• Manage and finalize full-cycle renewals, overseeing negotiations alongside Finance and the VP of Customer Success.

• Identify and cultivate internal customer champions.

• Recognize underperforming accounts and develop growth strategies with senior-level buy-in.

• Utilize AI on a daily basis for account planning, health monitoring, stakeholder communications, and renewal preparations.

• Travel for on-site business reviews, executive meetings, brand launches, and industry events.

⛳️ Requirements

• Minimum of 6 years in Customer Success, Account Management, or a strategic customer-facing capacity involving complex, multi-stakeholder enterprise accounts.

• Proven track record as a strategist guiding cross-functional partners towards achieving customer outcomes.

• Possess executive presence and the capability to advise and challenge senior stakeholders effectively.

• Prior experience in a startup environment is explicitly required for this role.

• Strong familiarity with AI tools utilized on a daily basis, including a specific instance of practical AI application in the workplace.

• Experience in managing renewal and expansion discussions, particularly with procurement and finance teams.

• Familiarity with a health-scoring or Customer Success platform is advantageous.

🏝️ Benefits

• Equity for all employees.

• Access to AI tools and real token budgets.

• Budget allocated for AI tooling.

• Availability of Keystone, an internal natural-language data and tooling platform.

• Access to The Grid for hosting and sharing AI-generated applications, reports, and tools.

• A company-wide culture of AI show-and-tell.

• Access to the CS Cantina skill library.

• Fully remote work options.

• 10–15% travel required for industry events.