Senior Client Success Partner
About The Position
We’re not just building restaurant tech—we’re giving independent restaurants the tools to compete and win. From our award-winning point-of-sale to AI-powered profit tools, everything we do helps operators boost profit, work smarter, and keep their best people. And every solution is backed by real humans who actually give a sht about helping restaurants succeed. Named the #1 Restaurant POS by G2 (Fall 2025), based on ratings from real users Rated the top-rated point-of-sale (POS) for restaurants, bars, retail, and small businesses by Capterra users Awarded Great Places to Work and Built In’s Best Workplaces for multiple years running We move fast, care hard, and fight for independent restaurant operators to do what they love, and love doing it. If you’re looking to make an impact with heart and hustle, SpotOn is the place for you. The Senior Client Success Partner manages high-value, complex Strategic Accounts and serves as a subject matter expert in client retention, adoption, and revenue expansion. This role is ideal for individuals with demonstrated success in building strategic client relationships and guiding portfolios to measurable business outcomes. You will lead executive-level engagements, resolve escalations, identify growth opportunities, and mentor junior CSPs to ensure consistent client success. Success requires advanced consultative skills, strategic insight, and the ability to influence outcomes across cross-functional teams. This is a hybrid position 4x/week in our Royal Oak, MI or Chicago, IL office.
Requirements
- 5+ years of professional experience in customer success or related roles.
- Proven success managing high-value, complex accounts with measurable outcomes.
- Strong consultative engagement skills and executive-level communication.
- Advanced knowledge of SpotOn RPOS, integrations, pricing, and restaurant operations.
- Skilled in mentoring junior CSPs and sharing best practices.
- Analytical expertise to interpret metrics and portfolio trends.
- Experience driving client expansion and retention strategies at scale.
Nice To Haves
- Experience in fintech or SaaS environments preferred
Responsibilities
- Own high-value, complex Strategic Accounts, monitoring adoption and engagement.
- Lead escalations and At Risk resolution for challenging client situations.
- Conduct executive-level Business Reviews and adoption planning sessions.
- Analyze portfolio trends to anticipate risks and mitigate potential churn.
- Drive upsell, cross-sell, and referral initiatives.
- Identify and implement tailored strategies to increase account value.
- Partner with Rates, Product, and Sales teams on account growth plans.
- Collaborate with Product, Implementation, and Support to enhance client experience.
- Convert client feedback into strategic insights for product and service improvements.
- Track portfolio performance, adoption metrics, and expansion results.
- Recommend interventions and strategic initiatives based on client data.
Benefits
- Medical, Dental and Vision Insurance
- 401k with company match
- RSUs
- Paid vacation, 10 company holidays, sick time, and volunteer time off
- Employee Resource Groups to build community and inclusion at work
- Monthly cell phone and internet stipend
- Tuition reimbursement for up to $2,000 per calendar year to assist with your professional development
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
Number of Employees
1,001-5,000 employees
