Customer Success Manager, Thanx
$105-120k
Restaurant guest engagement software
Be an early applicant
Restaurant guest engagement software
21-100 employees
Be an early applicant
$105-120k
21-100 employees
Company mission
To empower restaurants to drive profitable growth by delivering loyalty as a measurable business outcome.
Role
Who you are
- Be well-versed in managing a portfolio of complex customers who are 100+ location, brick and mortar merchants in the restaurant, retail, and service industry
- Build deep relationships with and create value for CEO, CMO, CFO, COO as well as key partners and influencers; Consistently exceed merchant expectations with your level of commitment and ability to deliver under tight timelines and limited bandwidth to create merchants who will publicly rave about their Thanx experience
- Be comfortable and experienced in presenting to C-Suite executives, rolling out training programs to multi-level contacts and developing and executing robust marketing plans with established marketing executives
- Own project management, maintaining comprehensive project plans, clearly executing an onboarding, launch and account management strategy that allows other company resources (Sales, Product, Engineering, Leadership Team) to easily engage and align in the process
- Glean valuable insights to identify key pain points for the customer and turn these insights into feedback for future Product/Engineering roadmap
- Possesses a willingness and grit to go above and beyond role description or standard working hours to deliver impactful results
- 4-5 years of software/B2B customer success management experience
- An understanding of startup environments and willingness to adapt in a fast-paced environment
- Strong written and verbal skills and enjoy speaking to a crowd
- A BA/BS
- A blended creative and analytical approach to problem-solving
- Familiarity with software, like Salesforce, Catalyst, Front and Notion
What the job involves
- You are a high energy, highly organized individual who is passionate about building strong relationships and driving success for restaurants
- You are nimble and quick to adapt to changing priorities for your customers and thrive in a fast-paced environment
- Your mentors and peers would describe you as intelligent, detail-oriented, and resourceful
- You demonstrate positive collaboration and teamwork in every interaction
- Above all, you are obsessed with customer outcomes
- You will manage all aspects of the Customer Success cycle for key accounts from onboarding, to launch/implementation and strategic ongoing account management
- As a core member of our Customer Success team, you will work directly with our largest Thanx customers to ensure they are successful and grow their business using Thanx tools
- Your day-to-day will include customer stakeholder management, timely and helpful customer strategy, as well as in-depth presentations on Thanx program insights
- Customer Success Management: Manage your book of business to ensure adoption and strong customer health in line with company gross-and-net retention revenue goals. Develop success plans to ensure customer’s goals are achieved through their use of Thanx. You’ll build strong, long-lasting relationships and become a trusted advisor with key stakeholders and executive sponsors across your customers’ organizations
- Data-Focus: You’re adept with customer data and can analyze your findings to make recommendations to customers to drive ROI on Thanx
- Technical Aptitude: Become an expert on the Thanx platform to provide technical and business solutions, continuously optimizing and improving customers adoption and performance
- Collaboration: Work seamlessly with various teams, specifically Sales, Onboarding, Product and Engineering to deliver quality outcomes to customers
Our take
Consumer expectations are at an all time high, and the way that brands facilitate engagement with their customers must be distinctive and authentic to the brand. That’s an extremely challenging task for brick and mortar retailers, like restaurants, competing in a digital age.
Thanx helps businesses like these with a multi-channel marketing platform that replaces and consolidates point solutions into a single loyalty-driving channel. Its distinctive strategy is to focus on delivering non-traditional loyalty programs, maximizing a sense of distinctive engagement that heightens brand-consumer relationships.
After a period of development, which included the acquisition of marketing and data insights platform ZeroStorefront, Thanx fully launched what it calls Loyalty 3.0 - that enables any brand to deliver sophisticated loyalty programs regardless of its size and scope. It has also partnered with Olo, an SaaS platform for restaurants, so that its users can take advantage of its Order, Pay, and Engage solutions on top of its own offerings.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
10% employee growth in 12 months
Company
Funding (last 2 of 3 rounds)
Dec 2016
$17.1m
SERIES B
Nov 2014
$4.7m
SERIES A
Total funding: $23.1m
Company HQ
Polk Gulch, San Francisco, CA
Leadership
Zach Goldstein
(Co-Founder & CEO)Attended Dartmouth before joining Bain & Co as a Consultant. Founded Thanx on graduating from Stanford with an MBA.
Aaron Newton
(Co-Founder & Chief Data Officer)Aaron is a veteran of tech companies like CNET and Epitomic.com. Most recently, they were working at Cloudera as employee #6.
Darren Cheng
(Co-Founder & CTO)Founded Thanx on graduating from Dartmouth with a BA in Computer Science.
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