Senior Customer Success Manager – Key Accounts

In this key role reporting to our Senior Manager of Customer Success, your objectives are to maximize customer retention and success while driving operational excellence to ensure that your portfolio of customers are realizing the full value of their investment throughout the customer lifecycle.  This role requires working alongside Product/Professional Services, Sales and Senior Management to constantly represent the voice of the customer and to drive the highest possible return on investment.  

As a SaaS company, HotSchedules is looking for a candidate that is able to connect with and understand our customer’s needs and create effective growth and retention strategies that can scale across an enterprise portfolio of accounts. You will be responsible to ensure customers are getting the most value out of the product(s) with widespread adoption. In addition, you will develop strong customer relationships with C-level contacts, serve as a customer advocate, identify upsell opportunities that align with the customer needs, facilitate problem resolution between customer and company technical support, and be knowledgeable about the product and able to assist in training.

In this role you will have responsibility for securing customer subscription renewals and generating leads for both product and services upselling. The essential qualities for success in this role include entrepreneurial disposition, self-starter, tenacious, organized, focused, responsible and accountable.

• Attain/Exceed renewal and churn targets (quarterly SPIFF program for overachievement, annual bonus program)
• Responsible for >5 million in annual revenue and renewals
• Identify and qualify upsell/cross sell opportunities within your portfolio of existing enterprise accounts and work with inside sales team to close out the deals
• Partner with both Net New and Inside Sales teams on joint account planning and cross-selling strategies
• Manage all aspects of the customer success process typically beginning prior to contract signature for enterprise accounts.  This will require a level of project management experience to ensure successful rollouts of the full suite of HotSchedules’ products.  
• Be a Customer advocate. Communicate customer feedback and product requirements back to key stakeholders
• Conduct Quarterly Business Reviews, often to a C-level audience.  Some travel will be required.
• Support marketing efforts including soliciting customer testimonials and securing customer participation in company events
• Develop C-level summaries for account management aspects including level of customer relationship, meeting cadence and contract status
• Provide product information, usage tips and other helpful information to customers
• Handle support escalations when needed

• BS/BA with 7+ years’ experience working in support and account management 3+ recent years of experience as a hands-on Customer Success Manager for a SaaS company
• Experience in sales and/or support for either the Entertainment, Restaurant or Retail Technology Space
• Experience in selling integrated software
• Proven track record of consistently exceeding subscription renewal quotas
• Experience working with C level executives and technical staff
• Strong presentation, communication, prioritization and negotiation skills
• Excellent interpersonal and leadership skills
• Proven team player
• Ability to travel

• 4-year college degree
• Strong communication and relationship building skills illustrated through current or past work experience
• Fast learner, adept at understanding and articulating new technologies and corresponding value propositions
• Energetic, creative, organized, and self-motivated
• Restaurant experience a plus