Senior Partner Manager

• Act as the primary retention lead across your VIP portfolio, proactively identifying at-risk accounts and executing save strategies to reduce churn
• Develop and implement customer cheer campaigns, retention programs, and advocate-building initiatives that highlight the value of SpotOn’s solutions
• Serve as the internal voice of the customer, translating client feedback into actionable insights for Product, Support, and Leadership
• Cultivate deep, strategic relationships with decision-makers across high-value clients
• position yourself as a long-term growth partner, not just a point of contact
• Conduct regular Business Reviews (MBRs/QBRs) tailored to each client’s objectives, KPIs, and vertical needs
• Drive upsell/cross-sell opportunities by aligning SpotOn solutions (e.g., Teamwork, Reserve, Online Ordering) to evolving client goals
• Lead VIP case management via Salesforce: assign, resolve, and follow through on client issues while maintaining impeccable documentation
• Coordinate multi-threaded internal support using a team-based account model—collaborating with Tier 3 Support, Product Managers, Pricing Partners, and Implementation
• Provide hands-on escalation support with the ability to independently negotiate waivers, credits, and service adjustments
• Lead promotion of SpotOn’s Strategic Advisory Board participation and Referral efforts by identifying and nurturing client advocates, group expansion opportunities, and testimonials
• Act as a client-facing expert in SpotOn pricing models (e.g., Dual Pricing), helping clients understand billing, contracts, and structural impacts with confidence
• Serve as a training buddy and mentor to Associate CSPs and CSP I teammates, assisting in onboarding, development, and peer-led coaching

• Prior experience in Client Success
• 2+ years of restaurant POS experience
• 2+ years of experience in Restaurant implementation or Support preferred if no prior experience in Client Success
• General knowledge of restaurant operations, billing, rates/pricing, SpotOn business practices and SOPs
• 5+ years of experience working in Customer Service Support environment highly preferred in addition to Client Success experience
• Client-Centric Leadership: Proven ability to develop long-term relationships and lead strategic conversations with executives and operations leaders
• Retention Strategist: Expert level strategist with demonstrated success in preventing churn through proactive outreach, at-risk analysis, and win-back tactics
• Emotional Intelligence: High EQ with a calm, composed approach during escalations and difficult conversations
• ability to balance empathy with resolution
• Restaurant & POS Expertise: In-depth knowledge of restaurant operations and SpotOn’s suite of POS and adjacent tools
• viewed as a credible consultant by clients
• Communication Mastery: Clear, compelling communicator via Zoom, phone, and email
• skilled in both presenting and listening
• Cross-Functional Operator: Ability to effectively collaborate with Product, Support, Implementation, and Revenue teams to drive outcomes
• Presentation & Data Fluency: Comfortable building and delivering decks that analyze trends, highlight opportunities, and influence decision-making
• Training and Education: To ensure customers are getting the most out of their POS system and associated integrations/add-ons you work closely with trainers to provide ongoing training and educational resources

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