Customer Success Manager, Enterprise

Role Overview

As the world’s largest and fastest-growing global leader of end-to-end restaurant and hospitality management technology solutions we’re helping some of the world’s most iconic global brands operate more smoothly and grow more effectively — from workforce management to inventory to back-office operations. Our platform supports more than 120,000 locations globally, and we’re continuing to grow.

We’re looking for an Enterprise Customer Success Manager who wants to play a meaningful role in the growth of our company and our clients’ companies — someone who thrives on building strong relationships, influencing outcomes, and helping customers get real value from their technology investments.

In this high-impact, fully remote role, you’ll take ownership of a multi-million-dollar portfolio of enterprise customers, working directly with executive stakeholders both internally and externally. You’ll act as a strategic partner to your clients, helping them navigate complex environments and drive meaningful outcomes that directly impact their business.

About the Role

In this role you’ll be empowered to lead the relationship, shape the strategy, and drive impactful results. What success looks like:

• Deliver retention, expansion, and customer satisfaction across a portfolio of enterprise customers representing approximately $8M–$10M in ARR across 12–15 accounts

• Build and maintain strong relationships with executive stakeholders – internal and external

• Create and present compelling business reviews that translate performance into clear insights and forward-looking recommendations

• Identify and drive expansion opportunities aligned to customer goals, including cross-sell and upsell initiatives

• Serve as a trusted partner to customers helping them define and execute success plans tied to measurable business outcomes

• Navigate complex environments to align stakeholders, prioritize initiatives, and drive adoption

• Deliver seamless customer experience by developing and nurturing highly productive cross-functional partnerships with Sales, Product, and Professional Services

• Demonstrate integrity and accountability to customers through exceptional management of escalations, responding with clarity and urgency, preserving transparency and trust through solutioning and resolution of issues

About You

• Strong track record in enterprise customer success or enterprise account management within B2B SaaS companies

• Proven ownership of an enterprise-level portfolio with accountability for revenue retention and growth, including renewals and expansion

• Demonstrated success managing complex, multi-stakeholder customer relationships, including direct engagement with C-level executives

• Proven ability to lead business reviews and present to executive audiences

• Demonstrated success in renewal ownership, commercial discussions, and contract negotiation

• Ability to translate customer goals into clear success plans that drive measurable outcomes

• Experience working cross-functionally and building strong partnerships with Sales, Product, Professional Services, and Support

• Exceptional communication, prioritization, and organizational skills

• Ability to manage multiple priorities across a portfolio of enterprise customers

• Comfortable operating in a role that blends relationship management, commercial ownership, and operational execution

• Ability and willingness to travel approximately 10%

• Experience in hospitality technology, workforce management, retail operations, or other operational SaaS platforms is an advantage in this role, but not required)

• Exposure to multi-location or enterprise operational environments (not required, but please let us know if this is something you bring)

About Fourth

In July 2019, Fourth joined forces with HotSchedules to become the global leader in end-to-end restaurant and hospitality management technology solutions. Together, the merged company now represents the world’s largest and only provider of end-to-end restaurant and hospitality management solutions for customers across the globe and of all sizes—from a single location or franchisee restaurant to a global restaurant or hotel chain. The combined company’s complete software-as-service (SaaS) solution suite, including scheduling, time & attendance, applicant tracking, training, inventory management/procurement, HR/benefits, and payroll services, now serves customers in 120,000 locations worldwide and is supported by a dedicated, unified team across offices in the US, UK, Bulgaria, China, Australia, and UAE. 

Benefits at Fourth

Unlimited PTO!

Medical, Dental, Vision Insurance!

401k Match!

Parental Leave

Laptop and equipment.

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, & WA

Fourth is an Equal Opportunity Employer

All qualified applicants will receive consideration without discrimination because of sex, gender identity, gender expression, sexual orientation, marital status, race, color, age, national origin, military status, religion, or disability or any other legally protected status.