Customer Success Manager

About Us:

We’re Otter, a fast-moving restaurant technology company that builds solutions to help our partners succeed in delivery. Restaurants large and small trust Otter to power their delivery business, including Chick-fil-A, Ben & Jerry’s, KFC, and Eataly. Headquartered in Los Angeles, we’re a team that wears a million hats – constantly learning, innovating and problem-solving. Join us on our mission to build a better infrastructure for food! 

Responsibilities: 

• Serve as a trusted advisor on a portfolio of customers through training, day-to-day management, delivery strategy and upselling
• Regularly check in with customers to gauge satisfaction, address issues, and provide strategic recommendations for maximizing their use of Otter's solutions
• Quarterback customer risks and escalations end-to-end, including working cross-functionally with internal teams to create & execute on action plans that mitigate customer churn
• Conduct regular customer business reviews to discuss progress, share insights, and identify opportunities for further growth and improvement
• Act as the voice of the customer to Product and Engineering teams, synthesizing feedback, analyzing data to build insights, and ensuring Otter delivers the most customer-obsessed products 
• Facilitate the growth of the Otter business through collaboration with internal teams on a variety of ad hoc projects, as needed

What we’re looking for:

•  3+ years in a client-facing role such as Customer Success, Account Management, or Customer Support, with experience managing your own book of business.
• Analytical Problem Solver: data-driven, capable of root cause analysis, prioritization
• Hustler: bias to action, sense of urgency, calm, creative solutions; self-driven, proactive at identifying and executing on opportunities
• Leader: empathetic, clear communication, community builder
• Process Builder: scale in mind, logical, system oriented

Why join us:

• Early-stage company: Join one of the fastest-growing SaaS companies revolutionizing the food industry 
• Growing market: You’ll be focused on an $80 billion market that’s projected to reach at least $500 billion by 2030 in the US alone. 
• Changing the restaurant industry: You’ll be part of a team that helps restaurants succeed in online food delivery. 
• Collaborative environment: You will receive support and guidance from experienced colleagues and managers, helping you to learn, grow and achieve your goals, and you’ll work closely with other teams to ensure our customer’s success.

Please note this role is based in our Los Angeles office location. We believe that people do their best work when they are together. As a company, we’re in the marketplace of ideas and innovation. When you’re constantly innovating, changing how an industry works, inventing new products and processes - and we are doing all these things - we believe we’re better as a team in-person. That’s why all of our teams (except for our field-based roles) are now working from one of our office locations 5 days a week.