Customer Success Manager, Otter - Los Angeles

Customer Success Manager, Otter - Los Angeles

Who we are 

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 & Jerry’s, KFC, and Eataly trust our software to power their delivery business. We increase sales, reduce order issues, and decrease delivery headaches.
What you'll do:

• Engagement & Retention: Leverages tools, data and insight to prove value, deep product knowledge and the ability to coach their restaurants in improving their overall business operations.
• Strategic advisor: Retain top customers, nurturing long-term relationships, and discovering new ways to work together over time. Understand restaurant financials, demonstrating knowledge to help our customers solve their toughest problems by linking our products and services.
• Revenue Generation: Ability to strategically upsell our top-tier customers, ensuring they understand and fully utilize our product while helping them expand their business. Leverages data, deep product knowledge, and commercial acumen to charismatically up and cross-sell.
• Product Evolution: Closes the loop between our customers and our product. Able to quantify and translate customer feedback into product requests to ensure that our product evolves with our customer's needs.
• Analytical and creative problem-solver: Systematically identify problems and opportunities; propose effective, data-driven solutions.
• Customer escalations: Responsible for handling customer escalations / exceptions that support & onboarding teams have been unable to resolve.
• Responsible for happiness, profitability, retention & expansion for qualifying operators post 60 days live OR accounts that expand to another facility.
• Drive engagement, retention and monetization of 100+ high-value customers (mid-market / enterprise).
  

What we're looking for:

• 3-5+ years in a client-facing role such as Customer Success, Account Management, or Operations
• Strong communication and presentation skills
• Proven ability to manage multiple tasks and projects simultaneously
• Strong analytical skills with the ability to interpret customer data and metrics to drive decision-making and strategy
  

Why join us 

• Early-stage company: Join one of the fastest-growing SaaS companies revolutionizing the food industry 
• Growing market: You’ll be focused on an $80 billion market that’s projected to reach at least $500 billion by 2030 in the US alone. 
• Changing the restaurant industry: You’ll be part of a team that helps restaurants succeed in online food delivery. 
• Collaborative environment: You will receive support and guidance from experienced colleagues and managers, helping you to learn, grow and achieve your goals, and you’ll work closely with other teams to ensure our customer’s success.

What else you need to know 

This role is based in our Los Angeles office location. We believe that people do their best work when they are together. As a company, we’re in the marketplace of ideas and innovation. When you’re constantly innovating, changing how an industry works, inventing new products and processes - and we are doing all these things - we believe we’re better as a team in-person. That’s why all of our teams (except for our field-based roles) are now working from one of our office locations 5 days a week. Looking forward to sharing more about a Career of Substance at Otter. 

Ready to join us as we serve those who serve others? 

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