Senior 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: Think Boldly, Execute Reliably, Focus on What Matters, Say “Thanx” Genuinely, Encourage Diverse Perspectives, and Lead, Virtually.

Who Are You?

You are a high energy, highly organized individual who is passionate about building strong relationships and driving success for restaurants. You are nimble and quick to adapt to changing priorities for your customers and thrive in a fast-paced environment. Your mentors and peers would describe you as intelligent, detail-oriented, and resourceful. You demonstrate positive collaboration and teamwork in every interaction. Above all, you are obsessed with customer outcomes. 

You will manage all aspects of the Customer Success cycle for key accounts from onboarding, to launch/implementation and strategic ongoing account management. As a core member of our Customer Success team, you will work directly with our largest Thanx customers to ensure they are successful and grow their business using Thanx tools. Your day-to-day will include customer stakeholder management, timely and helpful customer strategy, as well as in-depth presentations on Thanx program insights.

What you’ll do: 

• Customer Success Management: Manage your book of business to ensure adoption and strong customer health in line with company gross-and-net retention revenue goals. Develop success plans to ensure customer’s goals are achieved through their use of Thanx. You’ll build strong, long-lasting relationships and become a trusted advisor with key stakeholders and executive sponsors across your customers’ organizations. 
• Data-Focus: You’re adept with customer data and can analyze your findings to make recommendations to customers to drive ROI on Thanx
• Technical Aptitude: Become an expert on the Thanx platform to provide technical and business solutions, continuously optimizing and improving customers adoption and performance. 
• Collaboration: Work seamlessly with various teams, specifically Sales, Onboarding, Product and Engineering to deliver quality outcomes to customers.

You must:

• Be well-versed in managing a portfolio of complex customers who are 100+ location, brick and mortar merchants in the restaurant, retail, and service industry.
• Build deep relationships with and create value for CEO, CMO, CFO, COO as well as key partners and influencers; Consistently exceed merchant expectations with your level of commitment and ability to deliver under tight timelines and limited bandwidth to create merchants who will publicly rave about their Thanx experience.
• Be comfortable and experienced in presenting to C-Suite executives, rolling out training programs to multi-level contacts and developing and executing robust marketing plans with established marketing executives.
• Own project management, maintaining comprehensive project plans, clearly executing an onboarding, launch and account management strategy that allows other company resources (Sales, Product, Engineering, Leadership Team) to easily engage and align in the process.
• Glean valuable insights to identify key pain points for the customer and turn these insights into feedback for future Product/Engineering roadmap 
• Possesses a willingness and grit to go above and beyond role description or standard working hours to deliver impactful results.

Other Requirements:

• 5-7 years of software/B2B customer success management experience
• An understanding of startup environments and willingness to adapt in a fast-paced environment
• Strong written and verbal skills and enjoy speaking to a crowd
• A BA/BS
• A blended creative and analytical approach to problem-solving
• Familiarity with software, like Salesforce, Catalyst, Front and Notion

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 the requirements of the San Francisco Fair Chance Ordinance.