Enterprise Customer Success Manager

<p><strong>Who we are</strong></p> <p>In the past, to be a successful restaurateur, you simply had to have a passion for food and a passion for people - but to succeed as a digital restaurateur you also need to have a passion for technology. We believe in the joy of serving others, and that's why we created Otter – to help restaurateurs succeed in online food delivery. Restaurants around the world, both large and small, including Chick-fil-A, Ben &amp; Jerry’s, KFC, and Eataly trust our software to power their delivery business. We increase sales, reduce order issues, and decrease delivery headaches.</p> <p>&nbsp;</p> <p><strong>What you’ll do</strong></p> <p>As a <strong>Enterprise Customer Success Manager</strong>, you’ll lead a portfolio of global enterprise accounts, driving real business outcomes through strategic partnership, data-driven insights, and deep product knowledge. You'll act as a trusted advisor, helping our most important customers thrive in the ever-evolving world of online ordering and restaurant tech.</p> <ul> <li><strong>Drive Revenue &amp; Retention:</strong> Own the full customer lifecycle across a portfolio of large enterprise accounts — focused on retention, expansion, and profitability.</li> <li><strong>Strategic Partnership:</strong> Act as a long-term, trusted advisor to our top customers, identifying new opportunities to grow the relationship over time.</li> <li><strong>Industry Expertise:</strong> Leverage your knowledge of food &amp; beverage, online delivery, or restaurant-tech to offer credible, relevant insights and solutions.</li> <li><strong>Commercial Impact:</strong> Use data, product expertise, and business acumen to drive upsell and cross-sell opportunities with charisma and clarity.</li> <li><strong>Problem Solving:</strong> Understand restaurant operations and financials to help solve complex business challenges and deliver tangible value.</li> <li><strong>Customer Advocacy:</strong> Track performance metrics, guide product improvements, and serve as a product expert on key sales and strategy calls.</li> <li><strong>Relationship Management:</strong> Develop strong, authentic relationships with stakeholders, effectively de-escalate tough issues, and negotiate to positive outcomes.<br><br></li> </ul> <p><strong>What we’re looking for</strong></p> <ul> <li>5+ years of experience in Customer Success, Enterprise Account Management, or Strategic Consulting.</li> <li>Proven success managing complex, high-value customer relationships at the enterprise level.</li> <li>Strong understanding of restaurant operations, hospitality tech, or food delivery