Customer Success Manager (9 months Maternity Cover)

We’re looking for a Customer Success Manager to partner with a number our Enterprise clients in the UK for 9 months (Maternity cover).

As a Customer Success Manager at Otter, you will be responsible for fostering and maintaining strong relationships with our Enterprise clients. Your primary goal will be to ensure Partner 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. Please note this is a maternity cover contract position. 

Key Responsibilities:

• Serve as a trusted advisor on a portfolio of customers through the journey of onboarding, training, day-to-day management, delivery strategy and upselling into value-added products and services 
• Increase customer retention by conducting regular check-in calls for tactical items, and performing strategic business reviews for alignment of objectives and outcomes

• Quarterback customer risks and escalations end-to-end, including working cross-functionally with internal teams to create & execute on action plans that mitigate against customer churn
• Maintain deep knowledge of the Otter product to educate customers and drive product adoption 
• Proactively identify customer upsell and cross-sell opportunities within Otter
• Act as the voice of the customer to Product and Engineering, synthesizing feedback, analyzing data to build insights, and ensuring Otter delivers products that meet our customer’s needs 
• Use data to track performance, inform product roadmap, and act as a consultant to grow client’s business

• Collaboratively innovate on expanding the Otter Premium services offering
• Join mid-market and enterprise sales calls to serve as a product and technical expert for key accounts, as needed
• Facilitate the growth of the Otter business through collaboration with internal teams on a variety of ad hoc projects, as needed

Qualifications:

• Experience: 3-5 years of experience in Customer Success Management or Partnerships Management or Key Account Management; working on POS, OFO or QSE Brands
• Education: Bachelor’s degree in Business Management, or a related field. Advanced degrees or certifications in analytics or project management are a plus.
• Industry knowledge: Deep understanding of the restaurant industry, business operations, and the challenges faced by regional players. 
• Communication: Exceptional written and verbal communication skills. Ability to present complex data and insights clearly and effectively to both technical and non-technical audiences.
• Problem-Solving: Proactive and innovative approach to problem-solving, with a strong focus on data-driven solutions and continuous improvement.
• Collaboration: Strong interpersonal skills with the ability to build relationships and work collaboratively with cross-functional teams.

Preferred Qualifications:

• Experience in a fast-paced, high-growth SaaS or technology company.
• Experience working on POS, OFOs, QSR brands, D2c, kiosk software, saas is important .