Customer Success Manager (Enterprise SaaS)

Swooped; United States; A distancia; USD 90.000 - 150.000; Jornada completa

Descripción de la vacante

Swooped is seeking a Customer Success Manager (Enterprise SaaS) to manage and grow relationships with large enterprise clients, drive software adoption, and help clients realize measurable business value.

The role is full-time and remote within the United States, leveraging domain knowledge of restaurant and hospitality operations to address client challenges across labor efficiency, guest experience, and transaction management.

Formación

• 5+ years of client-facing experience in Customer Success or Account Management.
• Proven track record managing enterprise SaaS accounts.
• Excellent communication and collaboration skills in a remote setting.

Responsabilidades

• Manage and expand relationships with enterprise accounts to ensure long-term value.
• Plan and lead Quarterly Business Reviews (QBRs) with key stakeholders.
• Collaborate with Sales, Product and Support to resolve client challenges and improve outcomes.
• Advocate for product improvements based on client feedback.

Conocimientos

Enterprise SaaS experience

QBR execution

Customer relationship management

Remote collaboration

Herramientas

CRM software

Descripción del empleo

The hiring organization is seeking a Customer Success Manager (Enterprise SaaS) to manage and grow relationships with large enterprise clients, drive software adoption, and help clients realize measurable business value. This full-time, remote role in the United States leverages domain knowledge of restaurant and hospitality operations to address client challenges across labor efficiency, guest experience, and transaction management while collaborating cross-functionally to resolve issues and enhance customer satisfaction.

Key Responsibilities

• Manage, retain, and expand relationships with assigned enterprise accounts to ensure long-term satisfaction and value realization
• Plan and lead Quarterly Business Reviews (QBRs) with key customer stakeholders
• Identify and pursue opportunities for account growth, contract expansion, and increased product utilization
• Partner cross-functionally with Sales, Product, and Support teams to resolve customer challenges and improve the overall client experience
• Act as the voice of the customer within the organization, advocating for product and process improvements based on client feedback
• Deliver consistent service and follow-through with strong attention to detail

Required Qualifications

• 5+ years of client-facing experience in Customer Success, Account Management, or a related function
• Proven track record managing enterprise-level SaaS accounts
• Industry experience in restaurant or hospitality operations, including familiarity with front-of-house and back-of-house workflows, labor efficiency, transaction management, and guest experience
• Demonstrated ability to conduct Quarterly Business Reviews (QBRs) and execute customer engagement strategies
• Excellent communication, organizational, and collaboration skills in a remote work setting
• Strong sense of ownership, urgency, and attention to detail

Preferred Qualifications

• Direct experience working with quick-serve restaurant (QSR) businesses
• Background working in SaaS companies with $25M+ annual recurring revenue (ARR)
• Full-time employment with a remote-first culture and flexible working arrangements