Customer Success Manager

Who Are We?

Thanx is a leading loyalty and guest engagement platform for restaurants. Thanx helps regional and national restaurant brands grow customer lifetime value with easy-to-use lifecycle marketing automations and innovative customer loyalty tools focused on access, status, and personalization over rote discounts. Thanx’s proprietary credit card tokenization technology dramatically increases the volume and accuracy of purchase data which sits at the core of our CRM suite of tools and our app and web-based ordering experiences deliver industry-leading conversion and repeat purchasing. We were named to Nation’s Restaurant News “2020 Power List” as one of the 50 most influential innovators in food-service.

Thanx has gained the investment of prominent venture and growth equity luminaries, having raised more than $30M from elite investors such as M33 Growth, Ribbit Capital, and Sequoia Capital. Core to our success is a culture that has attracted some of the best talent from across the country; we are proud of incredibly strong employee tenure, track record of internal promotions, and impressive alumni network. We credit our cultural “core behaviors” with these accomplishments: Find A Way, Focus on What Matters, Say “Thanx” Genuinely, Welcome Diverse Perspectives, and Empathy Over Ego.

Who Are You?

You'll be successful in this role if you possess a blend of empathy, strategic thinking, and relentless dedication to customer outcomes. You are a proactive problem-solver, adept at understanding the unique needs and goals of each client and adept at deploying strategies to help customers make the most of Thanx. With excellent communication skills, your expertise and strategic support guides customers through challenges and opportunities. You're not just focused on resolving issues but also on anticipating needs and delivering proactive support and enablement as you are an extension of your customer’s business. You excel at analyzing data to track customer health and identifying areas for improvement. Your goal? Ensuring every client feels valued, understood, and empowered to achieve success with the Thanx tools they’ve invested in.

Skills: 

• Exceptional verbal and written communication skills for effectively engaging with clients and internal stakeholders.

• Ability to confidently handle objections from multiple perspectives and stakeholders across your accountsStrong organizational skills and the ability to manage multiple priorities and deadlines effectively.

• Technical acumen to grasp and communicate complex concepts to technical and non-technical stakeholders, resulting in stronger collaboration and the ability to influence action.

• Conduct regular, data-focused account reviews that are rooted in driving customer outcomes and resolving customer issues ahead of renewal.Manage a portfolio of large customers in the restaurant, retail and hospitality industries across multiple brands

• Ability to define key business objectives for customers and execute a strategic plan for each account 

• Collaborate with a wide range of stakeholders (marketing, finance, operations, executives, etc)

• Thoughtfully bring customer feedback to our R&D team to drive  iterative improvements to our product

Requirements

• 4-5 years of Customer Success Manager experience at B2B SaaS companies within the restaurant technology, marketing, CRM, or e-commerce industry.

• Demonstrated expertise in client retention strategies, ensuring a high level of customer satisfaction and long-term partnership development

• Experience in a technology startup or in a fast-paced environment and to be an outstanding team player.

• Passionate about working with restaurant brands and delivering exceptional results 

• Demonstrated expertise in client retention strategies, ensuring a high level of customer satisfaction and long-term partnership development.

• Familiarity with CRM software (Salesforce and/or Catalyst an asset)

We are hiring for 100% remote roles at all levels; this job can be based anywhere in the US & Canada. Our compensation package is highly-competitive. This position is also eligible for a equity as well as other standard Thanx benefits including “take what you need” vacation, medical/vision/dental, 401K, and more.

Ready to change your life? Apply now!

We are proud to be an Equal Employment Opportunity company. We do not discriminate based on race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. Thanx will consider qualified applicants with arrest or conviction records for employment in a manner consistent with local requirements.