Senior Customer Success Manager - Los Angeles, CA
About The Position
In the past, being a successful restaurateur meant having a passion for food and hospitality. Today, thriving in a digital‑first restaurant landscape also requires a deep commitment to technology and operational excellence. At Otter, we believe in the joy of serving others, and we build technology that helps restaurants succeed in a digital‑first world. Restaurants around the globe, from emerging brands to industry leaders like Chick‑fil-A, Hummus Republic, Ben & Jerry’s, KFC, and Eataly, trust Otter to power their operations. Our platform helps restaurants increase revenue, streamline operations, and reduce the complexity of managing delivery and digital ordering.
Requirements
- 5+ years of experience in Customer Success, Strategic Account Management, or a related client‑facing role.
- Experience managing mid‑market or enterprise accounts with multiple stakeholders.
- Proven ability to manage revenue‑generating accounts and drive retention, adoption, and expansion.
- Strong communication and presentation skills with experience engaging executive‑level stakeholders.
- Ability to translate customer data and operational metrics into actionable insights.
- Comfort managing multiple complex accounts in a fast‑paced environment.
Responsibilities
- Own and manage a portfolio of 10–15 mid‑market and strategic restaurant brands as the primary relationship owner.
- Build trusted relationships across customer organizations, engaging stakeholders from day‑to‑day operators to senior leaders responsible for digital strategy and restaurant performance.
- Manage accounts with individual ARR ranging from $40K–$100K per customer while driving retention and supporting renewal conversations.
- Identify expansion opportunities across locations, products, and features and partner closely with Sales to drive coordinated account growth.
- Lead executive business reviews that present platform performance insights, operational recommendations, and strategic opportunities.
- Drive adoption of Otter’s platform across customer organizations and ensure successful launches of new locations, products, and features.
- Monitor key performance metrics and proactively recommend improvements to help customers maximize operational efficiency and revenue growth.
- Collaborate cross‑functionally with Sales, Product, Support, and Onboarding teams to deliver a seamless customer experience.
- Act as the voice of the customer internally by sharing insights, trends, and product feedback from your portfolio.
Benefits
- Medical, dental, and vision insurance (multiple plans, incl. HSA options).
- Company-paid life and disability insurance (short- and long-term).
- Voluntary insurance: accident, critical illness, hospital indemnity.
- Optional supplemental life insurance for self, spouse, and children.
- Pet insurance discount.
- 401(k).
- Health Savings Account (HSA)
- Flexible Spending Accounts (Healthcare, Dependent Care, Commuter)
- Discretionary vacation days
- 8 paid holidays per year
- Paid sick time
- Paid Bereavement leave
- Paid Parental Leave
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
