Enterprise Customer Success Manager

Position Description:

Punchh is seeking an Enterprise Customer Success Manager to join our team of exceptional CSMs. In this role, you will be responsible for managing a portfolio of client accounts consisting of large brands in the verticals that Punchh currently serves. As an Enterprise CSM, you will be the primary point of contact for your clients, ensuring their long-term success with the Punchh platform.

Position Location: 

USA Remote 

Pay Band:

The base salary range for this position is $115,000 to $125,000 USD per year commensurate with work location, experience, skills, certifications, education, and prior accomplishments. The position may be eligible for additional compensation, including a bonus, commission and/or equity, as applicable.

What You'll Do:

• Serve as the champion and quarterback for client accounts, proactively interacting with them.
• Successfully manage and develop a book of accounts across multiple brands.
• Manage client relationships, including conducting regular meetings/calls, recommending marketing campaigns, training clients on platform features, and analyzing client data.
• Train on and become proficient in the Punchh platform to drive effective software adoption and key metrics.
• Understand clients' business objectives and offer campaign recommendations to help them achieve their goals.
• Conduct Quarterly Business Reviews (QBRs) with clients' marketing teams and C-level executives.
• Interface with clients to document, manage, and report progress, ensure smooth transitions, and provide product training.
• Anticipate client needs to identify potential upsell opportunities.
• Ensure ongoing client retention and renewals.
• Provide support to the sales team in the pre-sales stage with prospective clients.
• Maintain regular updates in the company CRM and CS tool.

What You'll Need:

• Client account management experience in B2B SaaS companies, preferably in the loyalty, restaurant tech, digital marketing, or CRM space.
• Experience engaging with and presenting to C-Level executives.
• Strong analytical skills and experience with data analysis in a marketing or business function.
• Excellent verbal, written communication, presentation, and articulation skills.
• Great time management skills with the ability to manage multiple customers simultaneously.
• Natural relationship builder with empathy for clients.
• Strong problem-solving skills and ability to prioritize competing priorities.
• Consistent success in achieving high client renewal, retention rates, and upsells.
• Ability to work cross-functionally and influence without direct authority.