Customer Success Manager, Enterprise Brands - Remote at PAR Technology

Hi there! Have you noticed that the restaurant industry is changing?

We are PAR and our purpose is:

To deliver solutions that connect people to the restaurants, meals, and moments they love.

At PAR Technology, our relentless drive for innovation and unwavering commitment to customer success are at the heart of everything we do. We lead the restaurant and retail industries by ensuring that our products—from point of sale systems to loyalty programs, digital ordering, restaurant operations solutions, payment services, and hardware—work "better together." This unified approach, fueled by over 40 years of experience, amplifies our ambition to not just meet but exceed the evolving needs of our global clientele. By optimizing integrations into all leading restaurant solutions, were not just creating technology; were crafting a future where operations are streamlined, experiences are enhanced, and every interaction is an opportunity for growth.

Position Description:

Punchh is seeking an Enterprise Customer Success Manager to join our team of exceptional CSMs. In this role, you will be responsible for managing a portfolio of client accounts consisting of large brands in the verticals that Punchh currently serves. As an Enterprise CSM, you will be the primary point of contact for your clients, ensuring their long-term success with the Punchh platform.

Position Location: 

USA Remote 

Pay Band:

The base salary range for this position is $115,000 to $124,000 USD per year commensurate with work location, experience, skills, certifications, education, and prior accomplishments. The position may be eligible for additional compensation, including a bonus, commission and/or equity, as applicable.

What Were Looking For:

• 7-10+ years of experience in client account management and/or Customer Success within B2B SaaS companies, specifically in the marketing, CRM, or eCommerce platform sectors, OR in a digital marketing agency managing large enterprise brand client accounts, with a preference for experience in the restaurant and/or convenience store industry
• Experience and skills with engaging with and presenting to C-Level executives
• Strong analytical skills to analyze client data, identify trends, and be able to provide strategic recommendations accordingly to further drive campaign outcomes in line with client objectives
• Experience with data analysis in a marketing or a business function for a large enterprise brand in restaurants and/or C-Stores
• Impeccable verbal, written communication, presentation, and articulation skills with attention to detail
• Great time management skills with the ability to effectively manage multiple customers simultaneously
• Natural relationship and rapport builder - the ideal candidate has empathy for the client, can “read a room” and immediately glean cues that help to solidify the client engagement.
• Strong time management skills and the ability to respond well to time pressures and deadlines. Ability to prioritize and triage competing priorities and maintain focus on successful delivery of client projects in a commercial SaaS software delivery environment.
• Consistent success applying best practices to achieving high client renewal, retention rates, and upsells.
• Good balance between a longer-term strategic thinker coupled with more short-term milestones that advance the company towards the longer-term goals
• Highly analytical and data-driven, but also a creative problem solver and innovator. A solution-finder mentality, strong problem-solving skills, with experience presenting to senior executives.
• Ability to work cross functionally and influence cross-functional teams and individuals without direct authority 
• Ability to make thoughtful, actionable recommendations and quickly build consensus with senior-level internal and external stakeholders
• Collegial, high energy, thoughtful and persistent personality
• Entrepreneurial, creative, resourceful, self-starter in fast-paced environment.
• Embraces a strong sense of accountability and ownership
• Able to travel up to 25-35% in the US.
• Bachelor’s degree in Business or Marketing from an accredited institution preferred

Unleash your potential- What you will be doing and owning:

• Serve as the champion and quarterback for client accounts, proactively interacting with them.
• Successfully manage and develop a book of accounts across multiple brands.
• Manage client relationships, including conducting regular meetings/calls, recommending marketing campaigns, training clients on platform features, and analyzing client data.
• Train on and become proficient in the Punchh platform to drive effective software adoption and key metrics.
• Understand clients business objectives and offer campaign recommendations to help them achieve their goals.
• Conduct Quarterly Business Reviews (QBRs) with clients marketing teams and C-level executives.
• Interface with clients to document, manage, and report progress, ensure smooth transitions, and provide product training.
• Anticipate client needs to identify potential upsell opportunities.
• Ensure ongoing client retention and renewals.
• Provide support to the sales team in the pre-sales stage with prospective clients.
• Maintain regular updates in the company CRM and CS tool.

Interview Process:

• Interview #1: Phone Screen with Talent Acquisition Team
• Interview #2: Video interview with the Hiring Manager (via MS Teams)
• Interview #3: Video interview with the Team (via MS Teams)

Perks and Benefits Hot Off the Grill:

• Unlimited PTO (Exempt Employees)
• Healthcare Benefits
• Fitness/ Wellness Reimbursement ($300/year)
• Internet Stipend (Remote employees)
• Employee Stock Purchase Program
• 401k Match

PAR is proud to provide equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. We also provide reasonable accommodations to individuals with disabilities in accordance with applicable laws. If you’d like more information about your EEO rights as an applicant, please visit the US Department of Labors website.