Customer Success Manager, Fourth
More information about location
Analytics, workforce & inventory management for hospitality
Open for applications
Analytics, workforce & inventory management for hospitality
501-1000 employees
Open for applications
More information about location
501-1000 employees
Company mission
Fourth's mission is to transform how its customers conquer the day in the increasingly dynamic-paced environment in which they operate.
Role
Who you are
- Strong knowledge of PEO, HR, payroll, work comp, and SaaS solutions
- Proficiency in Microsoft Office Suite; knowledge of ClientSpace, PrismHR, and HRIS systems is a plus
- Experience in subscription revenue management, contract negotiations, and customer lifecycle strategies
- Excellent communication and presentation skills, with the ability to influence and engage C-level executives
- Exceptional organizational and time management abilities; capable of multitasking in a fast-paced environment
- Team-oriented, collaborative approach with a proactive and solutions-focused mindset
- Bachelor’s degree from an accredited institution preferred
- 5+ years of experience in account management or customer success, ideally within SaaS or HR industries
- Proven track record of meeting/exceeding revenue targets
- Bilingual (English/Spanish) is a plus
What the job involves
- The Customer Success Manager is responsible for the strategic account management and success of our customers, encompassing PEO, HR-Payroll, and SaaS accounts. This includes guiding clients from onboarding through their lifecycle, ensuring optimal utilization of products and services, and driving retention, growth, and engagement
- This role will work cross-functionally with internal departments to ensure client satisfaction, product adoption, and successful resolution of client issues while serving as the client’s primary point of contact
- Key objectives include achieving revenue retention and expansion goals, building strong executive relationships, and representing the customer voice internally
- Act as the primary relationship owner for a portfolio of clients, establishing productive relationships with executive leaders
- Ensure revenue retention and growth through contract renewals, upsell/cross-sell opportunities, and strategic account management
- Proactively identify and address client needs, recommending tailored HR, payroll, and SaaS solutions to enhance workplace efficiency and compliance
- Conduct Quarterly Business Reviews (QBRs) to evaluate client engagement, utilization, and satisfaction, often with C-level participants
- Work closely with internal teams (e.g., Sales, HR, Payroll, and Product) to resolve client inquiries and service issues promptly, meeting SLAs and maintaining high client satisfaction
- Partner with Sales on prospect introductions, contract negotiations, and ensuring smooth onboarding
- Represent customer feedback internally, advocating for product enhancements and operational improvements
- Evaluate client HR and payroll processes, recommending and implementing improvements for maximum service delivery
- Develop and execute account strategies, ensuring adherence to agreed timelines and deliverables
- Support widespread adoption of Fourth’s products and services within client organizations, facilitating training as needed
- Collaborate with marketing to secure testimonials and promote customer participation in events
- Monitor and manage client portfolios to meet or exceed retention and growth metrics
- Serve as an escalation point for critical support issues, ensuring swift resolution
Our take
Fourth is the global leader in end-to-end restaurant and hospitality management technology solutions. Its SaaS suite includes scheduling, time and attendance, applicant tracking, training, inventory management, procurement, HR, payroll services, analytics, and AI forecasting tools.
This comprehensive offering enables clients to optimise profits, control costs and enhance guest satisfaction, as well as improve employee engagement and manage risk and compliance. Its business intelligence tools means businesses are better connected with their data, giving them visibility, insight and control to achieve more.
Fourth serves thousands of customers, with hundreds of thousands of locations, including big name brands such as Burger King, Mandarin Oriental, Shari's, Soho House and Food First. The company continues to release new products to its suite; such as Fuego, a financial workforce solution to help businesses attract and retain talent.
In the midst of an ongoing hospitality worker shortage, Fourth's ability to support flexible scheduling and virtual hiring could well be part of the solution for many businesses in the sector - which definitely represents an opportunity moving forwards.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
-4% employee growth in 12 months
Company
Company benefits
- Paid Time Off
- Charity Days
- Refer a Friend Bonus
- Birthday Off
- Paid Maternity/Paternity Leave
- Medical Care Insurance
- Employee Assistance Program
- Health and Wellbeing Initiatives
- Corporate Discounts
- Corporate and Team-building Events
- Retirement Plans
Company HQ
Hidden Valley, Austin, TX
Leadership
Clinton Anderson
(CEO, not founder)20 years growth, operations and M&A consulting experience at Bain & Company, and previous President of the Hospitality Solutions business at Sabre Corporation.
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