Senior Enterprise Customer Success Manager, Otter - Los Angeles

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 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.

As a Senior Enterprise Customer Success Manager, 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.

• Drive Revenue & Retention: Own the full customer lifecycle across a portfolio of large enterprise accounts — focused on retention, expansion, and profitability.
  
• Strategic Partnership: Act as a long-term, trusted advisor to our top customers, identifying new opportunities to grow the relationship over time.
  
• Industry Expertise: Leverage your knowledge of food & beverage, online delivery, or restaurant-tech to offer credible, relevant insights and solutions.
  
• Commercial Impact: Use data, product expertise, and business acumen to drive upsell and cross-sell opportunities with charisma and clarity.
  
• Problem Solving: Understand restaurant operations and financials to help solve complex business challenges and deliver tangible value.
  
• Customer Advocacy: Track performance metrics, guide product improvements, and serve as a product expert on key sales and strategy calls.
  
• Relationship Management: Develop strong, authentic relationships with stakeholders, effectively de-escalate tough issues, and negotiate to positive outcomes.
  

• 5+ years of experience in Customer Success, Enterprise Account Management, or Strategic Consulting.
  
• Proven success managing complex, high-value customer relationships at the enterprise level.
  
• Strong understanding of restaurant operations, hospitality tech, or food delivery ecosystems.
  
• Exceptional communication, stakeholder management, and relationship-building skills.
  
• Data-driven mindset with the ability to translate metrics into business impact.
  
• Experience navigating product conversations and influencing cross-functional teams.
  

• Massive Market Opportunity: Help shape the future of an $80B market that’s expected to grow to $500B in the U.S. alone by 2030.
  
• High Impact, High Ownership: This is a strategic, customer-facing role where your success directly drives Otter’s growth.
  
• Real-World Impact: Play a key role in helping restaurants evolve and thrive in an increasingly digital world.
  
• Team & Culture: Join a collaborative, fast-paced team that thrives on execution, innovation, and doing what’s best for the customer.
  
• In-Person Collaboration: We work onsite 5 days a week in our Los Angeles HQ to foster rapid learning, strong communication, and shared wins.
  

What else you need to know 

This role is based in our Los Angeles office location. As a company driven by innovation and continuous change, close collaboration is essential. We’re constantly reimagining our industry, creating new products, and refining our processes, and we do our best work together. That’s why all of our office-based teams work onsite, five days a week. 

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