Enterprise Customer Success Manager, Thanx
$115-150k
Plus equity. Salary dependent on location. Canada: $126,000 - $145,000 CAD
More information about location
Restaurant guest engagement software
Be an early applicant
Restaurant guest engagement software
21-100 employees
Be an early applicant
$115-150k
Plus equity. Salary dependent on location. Canada: $126,000 - $145,000 CAD
More information about location
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’re a strategist first. You set the direction for a brand relationship and can navigate a large, complex organization to build real relationships with senior leaders
- You’re self-motivated and decisive: you don’t wait for a perfect plan or someone’s permission to move, and you know which problems are worth running at. You direct cross-functional teams like a business owner, not a project manager
- You use AI daily to work faster and think sharper, not just to grind through busywork. You’re direct, you’re a team player, and you’re ready to own outcomes for the brands that matter most to our business
- You've spent enough time on complex enterprise accounts to know how these relationships actually work: where a renewal is really won and what a CFO will push back on. You operate without a lot of direction, hold a point of view in front of senior stakeholders, and figure things out when the path is not obvious
- You treat AI as a working partner. You know the output is only as good as the context you give it and the review you do afterward, and you invest time in both
- You build or improve things other people use. When you solve a problem, you put in the extra effort to make the solution reusable, so nobody on your team has to solve it again. Then you do the harder part: make it good enough, and obvious enough, that using it beats going back to the old way
- You do not wait to be assigned the work. You notice when a one-off request is really a recurring problem, and you decide it is worth solving before anyone asks you to
- At review time, the question is not how much you used AI. It is what you built, who else is using it, and how your team works differently because of it
- 6+ years in Customer Success, Account Management, or a strategic customer-facing role on complex, multi-stakeholder enterprise accounts
- A track record as a strategist, not a coordinator. You’ve directed cross-functional partners toward customer outcomes, not tracked their to-do list
- Executive presence. You’re equally comfortable pushing back on a VP internally and advising one externally
- Startup experience. You’ve carried a book where the process didn’t exist yet, headcount was thin, and the answer wasn’t in a playbook
- Real fluency with AI tools, used daily to extend your own judgment. Bring a specific example of how you’ve used AI on the job
- Experience owning renewal and expansion conversations, including with procurement and finance counterparts
- Experience with a health-scoring or CS platform is a plus
- There’s one exception: startup experience is non-negotiable for this seat. If you’re close on the rest, apply
What the job involves
- As Enterprise Customer Success Manager, you'll own the strategy for a portfolio of Thanx's largest and most strategic restaurant brands. These are the accounts where getting it right takes real relationships with senior, multi-stakeholder leadership teams, not a cadence of check-ins
- This is a new profile on our CS team, built for someone experienced enough to operate independently at the executive level and to direct the cross-functional work it takes to power a true enterprise brand
- You'll report to our VP of Customer Success and work day-to-day across Sales, Support, Product, Engineering, and Finance. Your portfolio will be roughly 10 to 12 brands representing $3-6M in ARR
- AI capability at Thanx is infrastructure, not a perk. You will be given the tools, the budget, and the working culture to get good at this quickly:
- Real token budgets. You will not be rationed on the tool you use to do your work
- Keystone. Our homegrown connective tissue that puts company data and tooling into a queryable, natural-language format
- The Grid. An internal site to host AI-built applications, reports, and tools that can be shared company-wide
- A show-and-tell culture. People here demo what they have built, and it becomes something the rest of the company uses. Getting up the learning curve is a shared project, not a solo one
- A growing library we built ourselves. The CS Cantina, is a skill library built by the Customer Success team that any CSM can run and extend
- Directing the work. You walk into an executive business review with a point of view you built yourself. You bring the full account picture to the tool, health data, stakeholder history, open risks, rather than a single question, and shape what comes back into something a restaurant operator can act on
- Verification and judgment. You verify any number before it reaches an operator who knows their business better than any model does. You check a claim against the source, not against a summary that sounds right
- Building and improving for others. You extend and improve the skills the CS team already runs, so the whole team can spot and act on high value account opportunities with less effort. When a problem shows up in your book, you assume it's in someone else's too and you solve it once for everyone
- Deciding what's worth building. You identify which accounts are underperforming their potential and build the plan without waiting to be pointed at them. You build your own workflow rather than filing a request and waiting on ops
- Account strategy: set the direction for your accounts and defend it in front of senior stakeholders, client-side and internal
- Cross-functional leadership: define what’s needed, why it matters, and the impact it unlocks. Direct the work like a business owner; don’t just track it
- Renewals: own and close the full cycle end to end, leading the negotiation with Finance and the VP of Customer Success
- Champion development: find and grow the internal advocates who carry Thanx inside their organization
- Growth: spot the accounts underperforming their potential and build the plan, including senior buy-in, to close the gap
- AI-augmented account management: use AI daily across your book, from account planning and health monitoring to stakeholder comms and renewal prep
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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