Senior Account Manager

Delight customers, earn their trust, retain their business, and continuously grow the relationship by helping them get more value from our technology.

Keep reading if:

• You are a strategic relationship builder who is also commercially minded.
• You know how to make customers feel valued and understood, but you also know that great account management means driving measurable business outcomes. You can sit with a restaurant executive and discuss their business strategy, work with an operations team to solve a technology issue, demonstrate a product to a franchisee, and identify an opportunity to expand the relationship.
• You are proactive rather than reactive. You anticipate customer needs, look for opportunities to create more value, and take ownership when something goes wrong.
• Most importantly, you believe that customer success and revenue growth go hand in hand.

About the Role

We are looking for a Senior Account Manager to build and manage strategic relationships with our customers and help drive retention, satisfaction, adoption, and revenue growth.

This is a highly relationship-driven and commercially focused role. You will serve as a trusted advisor to corporate brands, franchise organizations, and multi-location businesses, helping them get more value from our technology while identifying opportunities to expand their partnership.

The ideal candidate has significant experience in B2B SaaS, account management, customer success, or restaurant/hospitality technology and understands how technology can improve the operations and customer experience of multi-location businesses.

What You'll Do

• Own a portfolio of strategic customers and serve as their primary relationship owner.
• Build strong relationships with executives, operations leaders, franchise teams, and other key stakeholders.
• Develop a deep understanding of each customer's business, goals, technology environment, and challenges.
• Drive customer retention and renewals by consistently demonstrating value and maintaining strong account health.
• Grow existing accounts through upsells, cross-sells, new locations, additional products, and expanded services.
• Identify customer needs and proactively recommend solutions across our product portfolio.
• Drive product adoption and ensure customers are getting the most value from the technology they have purchased.
• Conduct regular business reviews and strategic account meetings focused on results, opportunities, challenges, and future plans.
• Monitor customer usage, engagement, satisfaction, and account health to identify risks and opportunities.
• Lead customer escalations and coordinate with Support, Implementation, Product, Operations, and Engineering to drive issues to resolution.
• Gather and communicate Voice of Customer feedback to internal teams and help influence product and service improvements.
• Conduct product demonstrations, training, and strategic presentations when appropriate.
• Develop account plans and growth strategies for key customers.
• Maintain accurate customer information, opportunities, activities, forecasts, and notes in the CRM.
• Build customer advocacy through referrals, testimonials, case studies, reviews, and other marketing opportunities.
• Help improve account management processes, playbooks, and systems as the company scales.

What You'll Need

• 5+ years of experience in B2B SaaS Account Management, Customer Success, Enterprise Sales, or a related role.
• Proven track record of retaining and growing B2B SaaS accounts.
• Experience managing complex customers with multiple stakeholders and locations.
• Demonstrated success with renewals, upsells, cross-sells, and expansion revenue.
• Strong business acumen and the ability to understand how technology impacts business operations.
• Excellent communication, presentation, negotiation, and relationship-building skills.
• Strong organizational skills and the ability to independently manage competing priorities.
• Comfortable working with CRM and SaaS platforms and using customer data to make decisions.
• Ability to operate strategically while also being willing to get into the details when needed.

Industry Experience

Experience in one or more of the following is strongly preferred:

• Restaurant technology
• Hospitality technology
• POS and payments
• Digital signage
• Online ordering
• Kiosks
• Restaurant management software
• Customer engagement or loyalty technology
• Retail technology
• Multi-location or franchise technology
• B2B SaaS



How Success Is Measured

• Gross and net revenue retention
• Customer renewal rate
• Expansion and upsell revenue
• Revenue growth within assigned accounts
• Product adoption and engagement
• Customer satisfaction and account health
• Reduction in churn and at-risk accounts
• Customer referrals and advocacy
• Achievement of account growth targets