Enterprise Customer Success Manager

Otter; Los Angeles (CA); On-site; USD 80,000 - 95,000; Full time

Benefits offered by this job

Medical, dental, and vision insurance

401(k)

Flexible Spending Accounts

Job summary

Otter is seeking an experienced Enterprise Customer Success Manager in Los Angeles to lead a portfolio of global accounts and drive significant business outcomes. You'll leverage your industry expertise to act as a trusted advisor and enhance customer satisfaction in online food delivery.

This role demands a strong understanding of restaurant operations and exceptional communication skills, linking complex metrics to tangible business impacts. The base salary ranges from $80,000 to $95,000 annually, with additional equity awards and bonuses.

Qualifications

• 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.

Responsibilities

• Lead a portfolio of global enterprise accounts to drive business outcomes.
• Own the full customer lifecycle across a portfolio of large enterprise accounts.
• Act as a long-term trusted advisor to top customers.

Skills

Customer Success

Enterprise Account Management

Strategic Consulting

Communication Skills

Data-driven Mindset

Job description

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

As a 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.

What we’re looking for

• 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.

Why join us

• Demand for online food delivery is growing really fast! In the last 5 years, just in the US, the overall market has expanded 10X from $10B to $100B, and could expand to $500bn‑$1T by 2030.
• 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. 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.

The base salary range for this role is $80,000 - $95,000 per year.

Actual compensation will be determined on an individual basis and may vary depending on experience, skills, and qualifications.

Base salary is just one part of your total rewards package. You may also be eligible for equity awards and an annual performance‑based bonus.

Benefits Summary (USA Full‑Time Exempt Employees)

• Medical, dental, and vision insurance (multiple plans, incl. HSA options).
• Company‑paid life and disability insurance (short‑ and long‑term).
• Voluntary insurance: accident, critical illness, hospital indemnity.
• Optional supplemental life insurance for self, spouse, and children.
• Pet insurance discount.
• 401(k).
• Health Savings Account (HSA)
• Flexible Spending Accounts (Healthcare, Dependent Care, Commuter)
• Time Off policies:
  • Discretionary vacation days
  • 8 paid holidays per year
  • Paid sick time
  • Paid Bereavement leave
  • Paid Parental Leave

Benefits are subject to change at the company's discretion.

Atoms accepts applications on an ongoing basis.

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

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