Senior Partner Manager

SpotOn•Chicago, IL

14d•$75,000 - $95,000•Hybrid

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. As a Senior Partner Manager – Client Advocacy & Retention , you will serve as the strategic heart of our client relationships, championing retention, deepening client advocacy, and driving long-term partnerships with SpotOn’s most valued restaurant clients. You will be the client’s primary point of contact in capacity as a senior individual contributor that is elevated beyond a traditional Customer Success Partner (CSP), and is dedicated to owning and growing a VIP portfolio of accounts with a relentless focus on client satisfaction, lifetime value, and mutual success. By driving a variety of initiatives and building strong relationships you improve net revenue. A robust appreciation of the unique client perspective, business goals, and priorities to translate them into strategic recommendations to enhance product satisfaction and long term adoption, referrals and improve retention. Heavy emphasis on the first 90 days of the client journey to partner with the Onboarding and Go Live Training teams driving successful client activations, perfect go live experiences, and maintaining strong partnership, building early advocacy, and ensuring health and stability in the cradle period (first 30-60-90 days). You will serve as the “Head of Client Cheer,” forging lasting connections that turn satisfied clients into enthusiastic brand advocates. Through proactive engagement, consultative strategy, and cross-functional collaboration, you will act as both the client’s trusted advisor and SpotOn’s internal champion for customer health, renewal, and expansion. This is a hybrid position 4 days/week in our Chicago, IL office

Requirements

Prior experience in Client Success
2+ years of restaurant POS experience
2+ years of experience in Restaurant implementation or Support preferred if no prior experience in Client Success.
General knowledge of restaurant operations, billing, rates/pricing, SpotOn business practices and SOPs.
5+ years of experience working in Customer Service Support environment highly preferred in addition to Client Success experience.
Client-Centric Leadership: Proven ability to develop long-term relationships and lead strategic conversations with executives and operations leaders.
Retention Strategist: Expert level strategist with demonstrated success in preventing churn through proactive outreach, at-risk analysis, and win-back tactics.
Emotional Intelligence: High EQ with a calm, composed approach during escalations and difficult conversations; ability to balance empathy with resolution.
Restaurant & POS Expertise: In-depth knowledge of restaurant operations and SpotOn’s suite of POS and adjacent tools; viewed as a credible consultant by clients.
Communication Mastery: Clear, compelling communicator via Zoom, phone, and email; skilled in both presenting and listening.
Cross-Functional Operator: Ability to effectively collaborate with Product, Support, Implementation, and Revenue teams to drive outcomes.
Presentation & Data Fluency: Comfortable building and delivering decks that analyze trends, highlight opportunities, and influence decision-making.
Training and Education: To ensure customers are getting the most out of their POS system and associated integrations/add-ons you work closely with trainers to provide ongoing training and educational resources.

Responsibilities

Act as the primary retention lead across your VIP portfolio, proactively identifying at-risk accounts and executing save strategies to reduce churn.
Develop and implement customer cheer campaigns, retention programs, and advocate-building initiatives that highlight the value of SpotOn’s solutions.
Serve as the internal voice of the customer, translating client feedback into actionable insights for Product, Support, and Leadership.
Cultivate deep, strategic relationships with decision-makers across high-value clients; position yourself as a long-term growth partner, not just a point of contact.
Conduct regular Business Reviews (MBRs/QBRs) tailored to each client’s objectives, KPIs, and vertical needs.
Drive upsell/cross-sell opportunities by aligning SpotOn solutions (e.g., Teamwork, Reserve, Online Ordering) to evolving client goals.
Lead VIP case management via Salesforce: assign, resolve, and follow through on client issues while maintaining impeccable documentation.
Coordinate multi-threaded internal support using a team-based account model—collaborating with Tier 3 Support, Product Managers, Pricing Partners, and Implementation.
Provide hands-on escalation support with the ability to independently negotiate waivers, credits, and service adjustments.
Lead promotion of SpotOn’s Strategic Advisory Board participation and Referral efforts by identifying and nurturing client advocates, group expansion opportunities, and testimonials.
Act as a client-facing expert in SpotOn pricing models (e.g., Dual Pricing), helping clients understand billing, contracts, and structural impacts with confidence.
Serve as a training buddy and mentor to Associate CSPs and CSP I teammates, assisting in onboarding, development, and peer-led coaching.