Emerging Customer Success Manager

Emerging Customer Success Manager Our Story In July 2019, Fourth joined forces with HotSchedules to become the global leader in end-to-end restaurant and hospitality management technology solutions. Together, the merged company now represents the world’s largest and only provider of end-to-end restaurant and hospitality management solutions for customers across the globe and of all sizes, from a single location or franchisee restaurant to a global restaurant or hotel chain. The combined company’s complete software-as-service (SaaS) solution suite including scheduling, time & attendance, applicant tracking, training, inventory management / procurement, HR / benefits and payroll services now serves customers in 120,000 locations worldwide and is supported by a dedicated, unified team across offices in the US, UK, Bulgaria, China, Australia, and UAE. Interested in joining our smart, fun, and talented team? Position Overview The Senior Emerging Customer Success Manager is the most senior individual contributor role in Fourth's Emerging CS tier, owning the Emerging segment's most strategic accounts — the most complex, highest-growth, and highest-value relationships within the £7,500–£16,500 MRR band. It carries the full scope of the Emerging CSM role, managed to an Enterprise-calibre standard. Beyond personal account management, the role adds three functions: acting as subject matter expert (SME) and advisor to the Emerging and SMB Adoption teams; driving structured collaboration with the Enterprise CSM team as a transition pathway; and owning the identification and nomination of Emerging accounts for Fourth's EMEA customer engagement programmes, including the Customer Advisory Board (CAB) and key events. It is, in effect, a pre-Enterprise role — calibrated to build the capabilities required to succeed at Enterprise level. Primary Responsibilities Strategic Account Management — Primary Focus ● Own a portfolio of strategically selected Emerging accounts — the most complex, highest-growth, and highest-value relationships in the segment — managed with Enterprise-calibre rigour: detailed account plans, multi-threaded relationships, and executive stakeholder engagement ● Act as the most senior CS contact for these accounts, handling escalations and complex situations directly, referring upward only in the most commercially significant cases Customer Success Planning & Executive Engagement ● Maintain a comprehensive account plan per account and run structured QBRs and bi-annual Executive Business Reviews (EBRs), presenting evidence-based progress and forward-looking success plans ● Conduct face-to-face meetings — bi-annually at minimum, more frequently for high-value or at-risk accounts — following up with written summaries, agreed actions, and updated plans Adoption & Commercial Ownership ● Drive feature adoption and platform depth using the maturity framework and direct executive engagement, ensuring strategic accounts are early adopters of new capabilities ● Identify and develop expansion opportunities, managing upsell and cross-sell conversations with the commercial confidence expected at this level, and maintain accurate pipeline and at-risk data in Salesforce SME Advisor — Emerging & SMB Adoption Teams ● Act as the primary subject matter expert and peer advisor for Emerging CSMs and SMB Adoption Managers, providing guidance on complex account situations and best-practice CS execution ● Contribute to team knowledge sharing and onboarding, and escalate systemic product, process, or programme issues to CS leadership with supporting evidence Enterprise CSM Collaboration & CAB/EMEA Events ● Collaborate actively with the Enterprise CSM team, building the capabilities required to transition into an Enterprise CSM role and managing smooth handovers for accounts approaching the Enterprise threshold ● Own the identification, nomination, and preparation of Emerging accounts for Fourth's EMEA customer engagement programmes (Customer Advisory Board and key events), feeding resulting insight back to CS and Product leadership At-Risk Management & Voice of the Customer ● Maintain and own the at-risk register for the strategic portfolio, advising Emerging CSMs and SMB Adoption Managers on their own at-risk situations using this role's experience ● Represent the segment's most strategic customers within Fourth, feeding structured insight to Product, Marketing, Support, and CS leadership, and partnering with the Digital CSM on programme calibration Key Skills and Competencies ● Significant Customer Success or Account Management experience within SaaS, with a track record managing complex, named accounts to strong commercial and relationship outcomes ● Proven ability to build trusted relationships at senior stakeholder level, including finance, operations, and C-suite contacts within hospitality or equivalent sectors ● Strong commercial acumen — experienced identifying and developing expansion opportunities and holding NRR accountability independently ● Confident, credible communicator — comfortable leading EBRs, facilitating workshops, and engaging in executive-level conversations in person ● Natural peer advisor and knowledge sharer — sought out for guidance on difficult situations, and gives it generously and with practical precision ● Comfortable with significant travel; face-to-face engagement with strategic accounts and attendance at EMEA events is core to this role Preferred Experience and/or Qualifications ● Deep familiarity with the hospitality industry — multi-site groups, regional operators, and growing hospitality businesses ● Experience managing or contributing to a Customer Advisory Board, executive engagement programme, or equivalent strategic customer forum ● Experience managing account transitions between CS tiers, including the commercial and relationship sensitivities involved Benefits 🏖 Holidays. We all need to rest so you get 25 basic holidays with the option to grow up to 30 with service + your birthday off + bank holidays! ⌚️ ️Flexible working! Use our flexible working hours and hybrid working environments to manage it. 🧘‍♀️ Wellness activities and a lot of pampering included. On top of that, you can add gym subscription discounts. 💻 Laptop and equipment. 🏥 Healthcare expense claim tools! 📔 Like in life, at work we also want you to grow with certifications. 🎉 Annual meet ups! 👥 Enhanced parenting scheme! 🚲 Cycle to work scheme and season ticket loan provided. 🏦 Pension and life insurance? Several, for you to choose what looks convenient. 💷 On demand pay tools for you to be able to access salary even before the end of the month! All personal data provided by you in your application will be processed by Fourth LTD solely for our recruitment purposes. More information on Fourth LTD's privacy policy for job candidates is available here and by applying you confirm that you have read it. Fourth is an Equal Opportunity Employer All qualified applicants will receive consideration without discrimination because of sex, gender identity, gender expression, sexual orientation, marital status, race, colour, age, national origin, military status, religion, or disability or any other legally protected status. Locations London Remote status Hybrid London