Customer Success Manager

Job Summary: 

As a Customer Success Manager at Otter, you will be responsible for fostering and maintaining strong relationships with our restaurant clients. Your primary goal will be to ensure customer satisfaction, retention, and growth by providing strategic support and guidance. You will work closely with Sales, Product Management, Customer Support, Onboarding and other teams to deliver exceptional service and value to our customers.

Key Responsibilities:

• Customer Relationship Management: Build and maintain strong relationships with assigned customers, ensuring they are leveraging Otter's solutions effectively and finding value in our services.
• Coordinating Onboarding: Coordinate with the onboarding team to ensure successful onboarding and ELC for new customers or customers purchasing new products, ensuring smooth adoption and engagement.
• Proactive Support: Regularly check in with customers to gauge satisfaction, address issues, and provide strategic recommendations for maximizing their use of Otter's solutions.
• Strategic Guidance: Drive strategy for transactional revenue growth by identifying upsell and cross-sell opportunities, and providing insights to help customers optimize their operations.
• Problem Resolution: Address and resolve customer issues promptly, coordinating with internal teams to ensure a seamless experience.
• Customer Business Reviews: Conduct regular customer business reviews to discuss progress, share insights, and identify opportunities for further growth and improvement.
• Customer Enablement: Develop and implement customer enablement programs to ensure customers are fully utilizing Otter's products and services to achieve their business goals.
• Performance Monitoring: Monitor key customer metrics to track success and identify areas for improvement.
• Customer Advocacy: Act as the voice of the customer, capturing feedback and reporting it to the Product Management and Development teams to drive continuous improvement.

Requirements:

• 3-5 years of domain experience in a client-facing role such as Customer Success or Account Management, with experience managing your own book of business.
• Strong communication and presentation skills.
• Ability to work effectively with senior and executive-level contacts.
• Proven ability to manage multiple tasks and projects simultaneously.
• Technical aptitude and the ability to learn new software applications quickly.
• Strong analytical skills with the ability to interpret customer data and metrics to drive decision-making and strategy.