Customer Success Manager

Fourth is a global provider of end-to-end restaurant and hospitality management technology solutions. The Customer Success Manager owns a high-volume portfolio of SMB and mid-tier customers, driving onboarding, adoption, customer health, and renewals through scalable playbooks, automation, and cross-functional collaboration.

Responsibilities:

• Own an assigned portfolio of ~50-75 larger Emerging/SMB accounts across the customer lifecycle — onboarding through renewal
• Collaborate with the Services team to monitor onboarding progress and ensure customers hit key adoption milestones and “time to first value” quickly
• Define the value moment for each account: the specific business objective the customer is trying to achieve (e.g., reducing labor cost variance, improving payroll accuracy), and track usage/adoption data against progress toward that objective — not generic usage volume
• Conduct milestone check-ins, monitor usage/adoption data and early churn indicators, and intervene with supplemental guidance where accounts fall off track
• Respond to customer inquiries and support requests promptly, meeting SLA commitments in partnership with Support
• Identify and flag expansion opportunities and renewal risk to the CSM Manager or Sales/Account Management for commercial follow-through
• Own portfolio-level adoption and retention as operational inputs into the team’s GRR/NRR — the CSM executes against targets set by the CSM Manager, rather than setting them
• Adoption and usage milestones within assigned portfolio
• Early churn signal identification and resolution
• SLA adherence, responsiveness, and CSAT
• Identify trends in customer challenges and suggest improvements to process, FAQs, knowledge base content, and automation
• Use AI-enabled adoption and health-scoring tools as part of day-to-day portfolio monitoring to surface risk and expansion signal earlier and give feedback on where those tools help or fall short
• Maintain accurate, current records in Salesforce (primary CRM), and Zendesk/NetSuite as needed
• Work cross-functionally with Support, Product, and Sales; operate independently with minimal day-to-day supervision

Requirements:

• 1–3 years of experience in customer success, account management, onboarding, or customer support (SaaS, HR, or payroll preferred)
• Experience supporting SMB customers or managing high-volume, transactional workloads
• Strong familiarity with SaaS onboarding workflows; able 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 (health scoring, workflow automation) as part of daily account management
• Exceptional written/verbal communication, active listening, and an empathetic, customer-first approach
• Proven ability to prioritize ruthlessly and manage time across a high volume of concurrent customer needs
• Data-driven mindset for interpreting usage and adoption metrics against each customer's stated objective; proactive about reducing early churn