Customer Success Manager, Emerging Accounts

🔥 3 hours ago

🌵 Arizona, California, +29 more states – Remote

🌵 Arizona – Remote 🏄 California – Remote ⛰️ Colorado – Remote 🦌 Connecticut – Remote 🏛️ District of Columbia – Remote 🐊 Florida – Remote 🥔 Idaho – Remote 🌽 Illinois – Remote ⚜️ Louisiana – Remote 🦞 Maine – Remote 🌾 Nebraska – Remote 🎰 Nevada – Remote 🏖️ New Jersey – Remote 🌶️ New Mexico – Remote 🗽 New York – Remote 🌲 North Carolina – Remote 🏈 Ohio – Remote 🌪️ Oklahoma – Remote 🌲 Oregon – Remote 🦀 Maryland – Remote 🍂 Massachusetts – Remote 🚗 Michigan – Remote ❄️ Minnesota – Remote 🎸 Mississippi – Remote 🔔 Pennsylvania – Remote 🌴 South Carolina – Remote 🎸 Tennessee – Remote 🤠 Texas – Remote ⛷️ Utah – Remote ⚔️ Virginia – Remote ☕ Washington – Remote

⏰ Full Time

🟢 Junior

🏆 Customer Success

🚫👨‍🎓 No degree required

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

👻 Ghost score 10%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Fourth

WebsiteLinkedInAll Job Openings

501 - 1000 employees

🏨 Hospitality

💼 Consulting

📦 Logistics

💰 Series unknown on 2015-07

Hospitality • Consulting • Logistics

Fourth is a global software-as-a-service (SaaS) company providing end-to-end restaurant and hospitality management solutions. Its product suite includes workforce management with predictive scheduling and labor optimization, demand forecasting, inventory and recipe management, procurement, HR, benefits and payroll, and real-time data & insights. With around 25 years of experience, multiple global offices, and hundreds of employees, Fourth focuses on helping hospitality operators reduce costs, improve compliance, and make data-driven decisions.

📋 Description

• Own a portfolio of approximately 50–75 larger Emerging/SMB accounts across onboarding through renewal • Collaborate with Services to monitor onboarding progress and ensure customers reach adoption milestones and time to first value quickly • Define each account’s value moment and track usage/adoption data against the customer’s business objective • Conduct milestone check-ins, monitor adoption data and early churn indicators, and intervene with supplemental guidance • Respond promptly to customer inquiries and support requests while meeting SLA commitments with Support • Identify and flag expansion opportunities and renewal risk to the CSM Manager or Sales/Account Management • Execute adoption and retention targets set by the CSM Manager • Identify trends in customer challenges and suggest improvements to processes, FAQs, knowledge base content, and automation • Use AI-enabled adoption and health-scoring tools to monitor portfolios and surface risk and expansion signals • Maintain accurate records in Salesforce, Zendesk, and NetSuite as needed • Work cross-functionally with Support, Product, and Sales • Monitor success through time to first value, adoption rate, early churn rate, SLA adherence, and CSAT

🎯 Requirements

• 1–3 years of experience in customer success, account management, onboarding, or customer support • SaaS, HR, or payroll experience preferred • Experience supporting SMB customers or managing high-volume, transactional workloads • Strong familiarity with SaaS onboarding workflows • Ability 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, including health scoring and workflow automation • Exceptional written and verbal communication, active listening, and an empathetic, customer-first approach • Ability to prioritize and manage time across a high volume of concurrent customer needs • Data-driven ability to interpret usage and adoption metrics against each customer’s stated objective • Ability to work independently with minimal day-to-day supervision • 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, and WA

🏖️ Benefits

• Unlimited PTO • Medical, Dental, Vision Insurance • 401k Match • Parental Leave • Laptop and equipment • Fully remote work arrangement