SMB Customer Success Manager, Thanx
$85-95k
Restaurant guest engagement software
Open for applications
Restaurant guest engagement software
21-100 employees
Open for applications
$85-95k
21-100 employees
Company mission
To empower restaurants to drive profitable growth by delivering loyalty as a measurable business outcome.
Role
Who you are
- You'll be successful in this role if you possess a blend of empathy, strategic thinking, and relentless dedication to customer satisfaction
- You are a proactive problem-solver, adept at understanding the unique needs and goals of each SMB client and at deploying communications that support multiple customers simultaneously (e.g. at scale)
- With excellent communication skills, your expertise and strategic support shepherds customers through challenges and opportunities
- You're not just focused on resolving issues but also on anticipating needs and delivering proactive support and enablement as you are an extension of your customer’s business
- You excel at analyzing data to track customer health and identifying areas for improvement
- Exceptional verbal and written communication skills for effectively engaging with clients and internal stakeholders
- Ability to confidently handle objections from multiple perspectives and stakeholders across your accounts
- Strong organizational skills and the ability to manage multiple priorities and deadlines effectively
- Technical acumen to grasp and communicate complex concepts to technical and non-technical stakeholders, resulting in stronger collaboration and the ability to influence action
- 3+ years with account management experience in complex SaaS software
- Demonstrated expertise in client retention strategies, ensuring a high level of customer satisfaction and long-term partnership development
- Ability to work in a fast-paced environment and to be an outstanding team player
- Familiarity with CRM software (Salesforce and/or Catalyst an asset)
What the job involves
- Your goal: Ensuring every client feels valued, understood, and empowered to achieve success with the Thanx tools they’ve invested in
- You'll conduct regular, data-focused account reviews that are rooted in driving customer outcomes and resolving customer issues ahead of renewal
- Maintain accurate records of customer interactions, transactions, organizational changes and feedback, while using this data to improve future strategies
- Stay updated on Thanx product developments and industry trends to provide knowledgeable support and advice to customers
- Escalate issues to drive resolution in a timely, proactive manner
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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