Senior Customer Success Manager - Los Angeles, CA
Indexed description
At Otter, we believe in the joy of serving others, and we build technology that helps restaurants succeed in a digital‑first world. Restaurants around the globe, from emerging brands to industry leaders like Chick‑fil‑A, Hummus Republic, Ben & Jerry’s, KFC, and Eataly, trust Otter to power their operations.
Our platform helps restaurants increase revenue, streamline operations, and reduce the complexity of managing delivery and digital ordering.
What You’ll Do
- Own and manage a portfolio of 10–15 mid‑market and strategic restaurant brands as the primary relationship owner.
- Build trusted relationships across customer organizations, engaging stakeholders from day‑to‑day operators to senior leaders responsible for digital strategy and restaurant performance.
- Manage accounts with individual ARR ranging from $40K–$100K per customer while driving retention and supporting renewal conversations.
- Identify expansion opportunities across locations, products, and features and partner closely with Sales to drive coordinated account growth.
- Lead executive business reviews that present platform performance insights, operational recommendations, and strategic opportunities.
- Drive adoption of Otter’s platform across customer organizations and ensure successful launches of new locations, products, and features.
- Monitor key performance metrics and proactively recommend improvements to help customers maximize operational efficiency and revenue growth.
- Collaborate cross‑functionally with Sales, Product, Support, and Onboarding teams to deliver a seamless customer experience.
- Act as the voice of the customer internally by sharing insights, trends, and product feedback from your portfolio.
- 5+ years of experience in Customer Success, Strategic Account Management, or a related client‑facing role.
- Experience managing mid‑market or enterprise accounts with multiple stakeholders.
- Proven ability to manage revenue‑generating accounts and drive retention, adoption, and expansion.
- Strong communication and presentation skills with experience engaging executive‑level stakeholders.
- Ability to translate customer data and operational metrics into actionable insights.
- Comfort managing multiple complex accounts in a fast‑paced environment.
- Work directly with leading restaurant brands across North America.
- Own strategic customer relationships that directly influence revenue growth and retention.
- Collaborate with a global team building technology that transforms how restaurants operate.
- Competitive compensation, benefits, and strong opportunities for career growth.
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
Ready to join us as we serve those who serve others?
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