Head of Customer Success leading a team in B2B customer success within cultural heritage SaaS. Focused on strategic customer outcomes and operational excellence, driving retention and satisfaction.
About the role
- Customer Success Manager driving brand success for PAR Technology, empowering restaurants worldwide. Guiding clients through onboarding and maximizing platform value while fostering long-term relationships.
Responsibilities
- Be your clients’ go-to champion, driving their success and building strong relationships.
- Host engaging check-ins and recommend creative campaigns to boost sales and engagement.
- Master the platform to train clients, drive adoption, and track impactful results.
- Dive into client goals, offering tailored campaign strategies that deliver.
- Lead strategic QBRs to align on performance and future plans.
- Guide clients through every stage—onboarding, adoption, and ongoing support—ensuring a seamless experience.
- Spot growth opportunities by anticipating client needs and uncovering upsell potential.
- Drive retention and renewals with proactive support and value-driven insights.
- Collaborate with sales to shine in the pre-sales stage with prospective clients.
Requirements
- 2-3 years of customer success or client account management experience in B2B SaaS companies
- Capability to successfully manage and develop a book of accounts across multiple brands.
- Impeccable verbal, written communication, presentation and articulation skills with attention to detail
- Natural relationship and rapport builder - the ideal candidate has empathy for the client, and can “read a room”
- Strong time management and problem solving skills. Ability to prioritize and triage competing priorities and maintain focus on successful delivery of client projects
- Consistent success applying best practices to achieving high client renewal, retention rates, and upsells.
- Good balance between a longer-term strategic thinker coupled with more short-term milestones that advance the company towards the longer-term goals
- Highly analytical and data-driven, but also a creative problem solver and innovator.
- Ability to influence cross-functional teams and individuals without direct authority.
- Ability to make thoughtful, actionable recommendations and quickly build consensus
- Entrepreneurial, creative, resourceful, self-starter in fast-paced environment.
- Strong sense of accountability and ownership
- Able to travel 15-20%
- Bachelor’s degree in Business or Marketing, or a related field
Benefits
- Offers Bonus
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