Manager, Enterprise Customer Success

PAR Technology has an exciting opportunity for an ambitious Customer Success team Manager to join our Punchh team!

As the Manager of Enterprise Customer Success Managers, you will lead a team of high-performing Enterprise CSMs responsible for managing Punchh’s largest and most strategic accounts in the restaurant and retail sectors. Your role combines account management leadership, technical expertise, and thought leadership in loyalty strategy to ensure customers maximize the value of the Punchh platform.

You will drive team success by setting a vision for scalable account management, developing frameworks for technical problem-solving, and providing strategic guidance to help customers achieve long-term growth through loyalty innovation.

Position Location:

Austin, TX or Remote

What We’re Looking For:

Entrees (Requirements):

• 10+ years of experience in Customer Success, Account Management, or Consulting within a SaaS environment, with at least 5+ years managing teams that support enterprise customers.
• Strong experience in the restaurant, retail, or loyalty technology space is highly preferred.
• Proven track record of driving team success in renewals, upsells, and cross-sells, with a focus on strategic account growth.
• Excellent technical acumen with the ability to understand complex platform functionality and guide teams through technical challenges.
• Thought leadership in loyalty strategy, with the ability to translate industry trends into actionable insights for customers and teams.
• Strong interpersonal and communication skills to build trust and foster collaboration across teams and with customers.
• Proficiency in Salesforce, Gainsight, or other CRM and customer success platforms.
• A growth mindset with a passion for coaching, inspiring, and scaling high-performing teams.

With a Side of (Highly Preferred):

• Experience in mar-tech, restaurant tech, CRM, or ecommerce SaaS industry specifically, or digital marketing agency managing commercial brand client accounts.
• Experience in marketing or Customer Success for a large enterprise brand in restaurants or retail.

Unleash your potential: What you will be doing and owning:

Leadership and Team Development

• Provide coaching and mentorship to your team of Enterprise CSMs through structured one-on-ones and ongoing development plans.
• Establish a high-performing team culture that prioritizes customer success, thought leadership, and continuous improvement.
• Lead the recruitment, onboarding, and training of new team members to ensure they excel in their roles.

Account Management Excellence

• Drive the development of scalable and repeatable account planning processes to help CSMs identify opportunities for renewals, upsells, and cross-sells.
• Guide your team in building and nurturing executive-level relationships with enterprise customers, ensuring alignment with their business goals and loyalty strategies.
• Attend key customer meetings, including escalations and QBRs, to provide leadership and build trust with strategic accounts.

Technical Expertise and Problem-Solving

• Ensure your team is proficient in the technical aspects of the Punchh platform, enabling them to address complex customer challenges effectively and work with deeper internal technical resources.
• Serve as a senior escalation point for technical and business-critical issues, collaborating with internal teams (Support, Product, Engineering) to drive timely resolution.

Thought Leadership in Loyalty Strategy

• Act as a trusted advisor and industry expert, guiding your team and customers on best practices for implementing and evolving loyalty strategies within the restaurant and retail space.
• Stay informed on market trends and innovations, ensuring Punchh’s customers remain competitive and future-ready.
• Advocate for customers internally by sharing insights with Product and Marketing teams to influence roadmap and strategy.

Collaboration and Process Improvement

• Partner with cross-functional teams, including Sales, Product, and Support, to create a seamless customer journey and drive enterprise customer satisfaction.
• Identify and implement process improvements to increase the efficiency and scalability of enterprise account management.
• Provide strategic feedback to influence account assignments, customer success processes, and team metrics.

What Success Looks Like:

• The Enterprise CSM team achieves or exceeds retention, renewal, and expansion targets for strategic accounts.
• Customers recognize Punchh as a trusted partner in driving their loyalty strategy and business outcomes.
• Escalations are resolved quickly, and the team demonstrates consistent technical and strategic partnership and excellence with our customers driving referenceable contacts.
• Processes for account management, team development, and customer engagement are scalable and aligned with enterprise needs.
• Your team is seen as thought leaders in loyalty, delivering innovative strategies and results for customers.

Interview Process:

• Interview #1: Phone Screen with Talent Acquisition Team
• Interview #2: Video interview with the Hiring Manager (via MS Teams)
• Interview #3: Video interview with the team (via MS Teams)
• Interview #4: Video interview with select senior team members (via MS Teams)

Compensation:

The base salary range for this position is $135,000 – $150,000 USD per year commensurate with work location, experience, skills, certifications, education, and prior accomplishments. The position may be eligible for additional compensation, including a bonus, commission and/or equity, as applicable.

Perks and Benefits Hot Off the Grill:

• Unlimited PTO (Exempt Employees)
• 3+ weeks/ year of Vacation/ PTO (Non-exempt Employees)
• Healthcare Benefits
• Fitness/ Wellness Reimbursement ($300/year)
• Internet Stipend (Remote employees)
• Employee Stock Purchase Program
• 401k Match