Senior Customer Success Manager

This is a fully remote position, open to applicants in Colorado, +7 more states.

📋 Description

• Manage relationships with some of PAR’s most significant and strategic enterprise restaurant clients.

• Act as the strategic partner for a portfolio of large enterprise restaurant clients throughout their customer journey.

• Develop account plans focused on customer objectives, priorities, and challenges.

• Mobilize appropriate teams across PAR to drive progress.

• Facilitate Quarterly and Executive Business Reviews with senior stakeholders in Operations, IT, and Finance.

• Monitor customer health, adoption, and usage to spot opportunities and mitigate risks ahead of renewal issues.

• Navigate intricate customer challenges with Support, Professional Services, Product, and Engineering teams.

• Identify expansion opportunities across locations, modules, and products in collaboration with Sales and Account Management.

• Oversee renewal forecasting, account health assessments, and stakeholder mapping.

• Establish yourself as a trusted authority on PAR’s POS and back-office solutions and the restaurant operations they facilitate.

• Relay customer feedback to PAR to contribute to the organization's overall improvement.

• Collaborate with Sales, Support, Professional Services, Product, and Engineering teams.

⛳️ Requirements

• Minimum of 4 years in Customer Success, Account Management, or a related customer-facing role within SaaS or enterprise software.

• Strong preference for experience in restaurant technology; relevant backgrounds in retail or hospitality technology will also be considered.

• Proven track record of managing complex, strategic enterprise relationships with multiple stakeholders.

• Experience in building relationships with executive-level clients and leading impactful business reviews.

• Ability to comprehend customer objectives and translate them into strategic account plans that foster value, retention, and growth.

• Technical fluency to discuss restaurant technology, POS systems, payments, and/or back-office environments.

• Excellent ownership, problem-solving, communication, and cross-functional collaboration abilities.

• Comfort in navigating a dynamic environment where the direction forward may not always be clearly defined.

• Legally authorized to work in the U.S. or Canada.

🏝️ Benefits

• Bonus offered.

• Equal employment opportunities.

• Reasonable accommodations for individuals with disabilities.