SMB Customer Success Manager

Who Are We?

Thanx is a leading loyalty and guest engagement platform for restaurants. Thanx helps regional and national restaurant brands grow customer lifetime value with easy-to-use lifecycle marketing automations and innovative customer loyalty tools focused on access, status, and personalization over rote discounts. Thanx’s proprietary credit card tokenization technology dramatically increases the volume and accuracy of purchase data which sits at the core of our CRM suite of tools and our app and web-based ordering experiences deliver industry-leading conversion and repeat purchasing. We were named to Nation’s Restaurant News “2020 Power List” as one of the 50 most influential innovators in food-service.

Thanx has gained the investment of prominent venture and growth equity luminaries, having raised more than $30M from elite investors such as M33 Growth, Ribbit Capital, and Sequoia Capital. Core to our success is a culture that has attracted some of the best talent from across the country; we are proud of incredibly strong employee tenure, track record of internal promotions, and impressive alumni network. We credit our cultural “core behaviors” with these accomplishments: Find A Way, Focus on What Matters, Say “Thanx” Genuinely, Welcome Diverse Perspectives, and Empathy Over Ego.

Who Are You?

You'll be successful in this role if you possess a blend of empathy, strategic thinking, and relentless dedication to customer satisfaction. You are a proactive problem-solver, adept at understanding the unique needs and goals of each SMB client and at deploying communications that support multiple customers simultaneously (e.g. at scale). With excellent communication skills, your expertise and strategic support shepherds customers through challenges and opportunities. You're not just focused on resolving issues but also on anticipating needs and delivering proactive support and enablement as you are an extension of your customer’s business. You excel at analyzing data to track customer health and identifying areas for improvement. Your goal? Ensuring every client feels valued, understood, and empowered to achieve success with the Thanx tools they’ve invested in.

Skills:

• Exceptional verbal and written communication skills for effectively engaging with clients and internal stakeholders.
• Ability to confidently handle objections from multiple perspectives and stakeholders across your accounts
• Strong organizational skills and the ability to manage multiple priorities and deadlines effectively.
• Technical acumen to grasp and communicate complex concepts to technical and non-technical stakeholders, resulting in stronger collaboration and the ability to influence action.

• Conduct regular, data-focused account reviews that are rooted in driving customer outcomes and resolving customer issues ahead of renewal.
• Maintain accurate records of customer interactions, transactions, organizational changes and feedback, while using this data to improve future strategies.
• Stay updated on Thanx product developments and industry trends to provide knowledgeable support and advice to customers.
• Escalate issues to drive resolution in a timely, proactive manner. 

Requirements

• 3+ years with account management experience in complex SaaS software
• Demonstrated expertise in client retention strategies, ensuring a high level of customer satisfaction and long-term partnership development.
• Ability to work in a fast-paced environment and to be an outstanding team player.
• Familiarity with CRM software (Salesforce and/or Catalyst an asset)

Compensation Range:

$85,000 - $95,000

Leveling & Location:

Thanx uses structured internal levelling and location-based compensation. Final levelling and compensation are determined through the interview process based on experience, scope, and work location, and any offer will align to the appropriate range.

Application Process:

• This position is an existing vacancy.
• We may use artificial intelligence (AI) tools to assist in screening or assessing applications; human review will always remain part of the process.

We are proud to be an Equal Employment Opportunity company. We do not discriminate based on race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. Thanx will consider qualified applicants with arrest or conviction records for employment in a manner consistent with the requirements of the San Francisco Fair Chance Ordinance.