Customer Success Manager

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September 25

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Thanx

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SaaS • Marketing • Hospitality

Thanx is the number one guest engagement platform designed to boost customer loyalty through personalized, exclusive, and on-brand experiences. Specializing in the restaurant industry, Thanx provides a suite of tools including mobile apps, CRM, marketing automation, and A/B testing to help restaurant brands engage with their customers without relying on traditional discounts. Their platform boasts advanced data services capturing significant customer purchase behavior, lending to impactful marketing and customer retention strategies. With a loyalty designer and comprehensive content management system, Thanx enables restaurants to constantly evolve their loyalty programs and maximize customer conversion and engagement metrics.

11 - 50 employees

Founded 2020

☁️ SaaS

💰 $17.1M Series B on 2016-12

📋 Description

• Manage all aspects of the Customer Success cycle for key accounts from onboarding, to launch/implementation and strategic ongoing account management. • Work directly with our largest Thanx customers to ensure they are successful and grow their business using Thanx tools. • Customer stakeholder management, timely and helpful customer strategy, as well as in-depth presentations on Thanx program insights. • 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. • Build strong, long-lasting relationships and become a trusted advisor with key stakeholders and executive sponsors across your customers’ organizations. • Analyze customer data and make recommendations to customers to drive ROI on Thanx. • Become an expert on the Thanx platform to provide technical and business solutions, continuously optimizing and improving customers adoption and performance. • Collaborate with Sales, Onboarding, Product and Engineering to deliver quality outcomes to customers.

🎯 Requirements

• 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. • 4-5 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