Customer Success Manager, Enterprise

Fourth is the world’s largest and fastest-growing global leader of end-to-end restaurant and hospitality management technology solutions. They are seeking an Enterprise Customer Success Manager to build strong relationships, influence outcomes, and help customers derive value from their technology investments while managing a multi-million-dollar portfolio of enterprise customers.

Responsibilities:

• Deliver retention, expansion, and customer satisfaction across a portfolio of enterprise customers representing approximately $8M–$10M in ARR across 12–15 accounts
• Build and maintain strong relationships with executive stakeholders - internal and external
• Create and present compelling business reviews that translate performance into clear insights and forward-looking recommendations
• Identify and drive expansion opportunities aligned to customer goals, including cross-sell and upsell initiatives
• Serve as a trusted partner to customers helping them define and execute success plans tied to measurable business outcomes
• Navigate complex environments to align stakeholders, prioritize initiatives, and drive adoption
• Deliver seamless customer experience by developing and nurturing highly productive cross-functional partnerships with Sales, Product, and Professional Services
• Demonstrate integrity and accountability to customers through exceptional management of escalations, responding with clarity and urgency, preserving transparency and trust through solutioning and resolution of issues

Requirements:

• Strong track record in enterprise customer success or enterprise account management within B2B SaaS companies
• Proven ownership of an enterprise-level portfolio with accountability for revenue retention and growth, including renewals and expansion
• Demonstrated success managing complex, multi-stakeholder customer relationships, including direct engagement with C-level executives
• Proven ability to lead business reviews and present to executive audiences
• Demonstrated success in renewal ownership, commercial discussions, and contract negotiation
• Ability to translate customer goals into clear success plans that drive measurable outcomes
• Experience working cross-functionally and building strong partnerships with Sales, Product, Professional Services, and Support
• Exceptional communication, prioritization, and organizational skills
• Ability to manage multiple priorities across a portfolio of enterprise customers
• Comfortable operating in a role that blends relationship management, commercial ownership, and operational execution
• Ability and willingness to travel approximately 10%
• Experience in hospitality technology, workforce management, retail operations, or other operational SaaS platforms is an advantage in this role, but not required
• Exposure to multi-location or enterprise operational environments (not required, but please let us know if this is something you bring)