Enterprise Customer Success Manager
Position Summary & Responsibilities
Who we are
In the past, to be a successful restaurateur, you simply had to have a passion for food and a passion for people - but to succeed as a digital restaurateur you also need to have a passion for technology. We believe in the joy of serving others, and that's why we created Otter – to help restaurateurs succeed in online food delivery. Restaurants around the world, both large and small, including Chick-fil-A, Ben & Jerry’s, KFC, and Eataly trust our software to power their delivery business. We increase sales, reduce order issues, and decrease delivery headaches.
What you’ll do
As a Enterprise Customer Success Manager, you’ll lead a portfolio of global enterprise accounts, driving real business outcomes through strategic partnership, data-driven insights, and deep product knowledge. You'll act as a trusted advisor, helping our most important customers thrive in the ever-evolving world of online ordering and restaurant tech.
- Drive Revenue & Retention: Own the full customer lifecycle across a portfolio of large enterprise accounts — focused on retention, expansion, and profitability.
- Strategic Partnership: Act as a long-term, trusted advisor to our top customers, identifying new opportunities to grow the relationship over time.
- Industry Expertise: Leverage your knowledge of food & beverage, online delivery, or restaurant-tech to offer credible, relevant insights and solutions.
- Commercial Impact: Use data, product expertise, and business acumen to drive upsell and cross-sell opportunities with charisma and clarity.
- Problem Solving: Understand restaurant operations and financials to help solve complex business challenges and deliver tangible value.
- Customer Advocacy: Track performance metrics, guide product improvements, and serve as a product expert on key sales and strategy calls.
- Relationship Management: Develop strong, authentic relationships with stakeholders, effectively de-escalate tough issues, and negotiate to positive outcomes.
What we’re looking for
- 5+ years of experience in Customer Success, Enterprise Account Management, or Strategic Consulting.
- Proven success managing complex, high-value cust
Key Role Competencies & Evaluation Highlights
Interviews focus on your ability to drive hyper-growth in fast-paced environments while maintaining product-led growth and merchant obsession.
Apply for Enterprise Customer Success Manager
Setup your contact terms & referral note to get recommended directly to the hiring lead at Otter.