Note: The job is a remote job and is open to candidates in USA. Fourth is a global provider of end-to-end restaurant and hospitality management technology solutions. The Customer Success Manager owns a high-volume portfolio of SMB and mid-tier customers, driving onboarding, adoption, customer health, and renewals through scalable playbooks, automation, and cross-functional collaboration.
Responsibilities
- Own an assigned portfolio of ~50-75 larger Emerging/SMB accounts across the customer lifecycle — onboarding through renewal
- Collaborate with the Services team to monitor onboarding progress and ensure customers hit key adoption milestones and “time to first value” quickly
- Define the value moment for each account: the specific business objective the customer is trying to achieve (e.g., reducing labor cost variance, improving payroll accuracy), and track usage/adoption data against progress toward that objective — not generic usage volume
- Conduct milestone check-ins, monitor usage/adoption data and early churn indicators, and intervene with supplemental guidance where accounts fall off track
- Respond to customer inquiries and support requests promptly, meeting SLA commitments in partnership with Support
- Identify and flag expansion opportunities and renewal risk to the CSM Manager or Sales/Account Management for commercial follow-through
- Own portfolio-level adoption and retention as operational inputs into the team’s GRR/NRR — the CSM executes against targets set by the CSM Manager, rather than setting them
- Adoption and usage milestones within assigned portfolio
- Early churn signal identification and resolution
- SLA adherence, responsiveness, and CSAT
- Identify trends in customer challenges and suggest improvements to process, FAQs, knowledge base content, and automation
- Use AI-enabled adoption and health-scoring tools as part of day-to-day portfolio monitoring to surface risk and expansion signal earlier and give feedback on where those tools help or fall short
- Maintain accurate, current records in Salesforce (primary CRM), and Zendesk/NetSuite as needed
- Work cross-functionally with Support, Product, and Sales; operate independently with minimal day-to-day supervision
Skills
- 1–3 years of experience in customer success, account management, onboarding, or customer support (SaaS, HR, or payroll preferred)
- Experience supporting SMB customers or managing high-volume, transactional workloads
- Strong familiarity with SaaS onboarding workflows; able to explain technical features clearly and accessibly
- Proficiency in Salesforce; familiarity with Zendesk and NetSuite is a plus
- Comfortable using AI-enabled CS/adoption tooling (health scoring, workflow automation) as part of daily account management
- Exceptional written/verbal communication, active listening, and an empathetic, customer-first approach
- Proven ability to prioritize ruthlessly and manage time across a high volume of concurrent customer needs
- Data-driven mindset for interpreting usage and adoption metrics against each customer's stated objective; proactive about reducing early churn
Benefits
- Unlimited PTO
- Medical, Dental, Vision Insurance
- 401k Match
- Parental Leave
- Laptop and equipment
- Remote employment limited to: AZ, CA, CO, CT, DC, FL, GA, ID, IL, IN, LA, MA, MD, ME, MI, MN, MS, NC, NE, NJ, NM, NV, NY, OH, OK, OR, PA, SC, TN, TX, UT, VA, & WA
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