Position OverviewOwn the full Executive Account Partner mandate independently across a $9-12M ARR book of enterprise restaurant and hospitality accounts as the primary product-facing partner. You resolve novel, cross-product problems without routine escalation and deliver the role at full strategic depth. This is the core operating level of the EAP model.
Primary Responsibilities- Establish and maintain executive-level (VP / C-suite) relationships as the trusted senior point of contact across your portfolio.
- Own account strategy and move each account's adoption maturity and roadmap alignment forward over time.
- Leveling - three-dimensional capability framing (product knowledge, executive presence, adoption and ROI ownership), with the "capability, not tenure" statement
- Estate management - adoption monitoring across every location, identifying underperforming units, targeted gap/closure plans, with the revenue-leakage-compounds framing intact.
- Escalation ownership accountable for the customer relationship, owning communication through every escalation; Support and Professional Services own the fix.
- Conduct frequent Executive Business Reviews, often to a C-level audience, translating product usage into measurable business outcomes - labor cost, compliance, scheduling efficiency, turnover.
- Responsible for Gross Revenue Retention (GRR) across your portfolio, partnering with the commercial team on contract execution, signings, and renewals. GRR is a key metric this role is evaluated on. Proactively identify expansion opportunities and collaborate on recommended strategy; Commercial Team owns the resulting pipeline and revenue
- Lead recovery strategy on at-risk relationships.
- Drive product adoption and articulate value in the customer's operational terms, engaging Manager and Director-level operations stakeholders.
- Independently diagnose novel, cross-product adoption and configuration problems across HotSchedules and MacromatiX; channel enhancement opportunities to Product.
- Confidently recognize suboptimal integration and data-flow setups (FTP vs. API, HS/MX to iQ) and identify the better path, engaging specialists where design or build work is required.
- Understand the operational and financial implications of feature adoption - what it means to implement a capability, and equally what it means not to.
- Use AI tools - including Claude - to streamline your workflows, accelerate account research, and speak credibly to how AI capabilities within Fourth's platform create value for customers.
- Orchestrate concurrent customer workstreams (product/feature rollout, adoption strategy, integration architecture) keeping the customer's operational goals aligned to Fourth's roadmap
- Own the account across the full customer lifecycle - active engagement during implementation, not a handoff and a check-in.
- Partner with Professional Services on implementations and at-risk delivery - you are the business-level continuity when delivery gets complicated.
- Collaborate with Support to ensure escalations are resolved with urgency and that patterns in a client's ticket volume inform their adoption plan.
- Serve as the voice of the customer into Fourth's Product and leadership teams, feeding product gaps, adoption blockers, and competitive intelligence through defined cadences.
- Maintain in-person executive presence through regular onsite customer visits (~25% travel), with cadence guided by account size and strategic priority.
Key Skills and Competencies- 5+ years in customer success, account management, or a related client-facing role in SaaS; enterprise restaurant or hospitality industry experience strongly preferred.
- Proven independent ownership of enterprise accounts with a track record of driving retention and expansion outcomes.
- Established credibility engaging C-level executives on strategic value; operating fluency in the customer's business.
- Advanced product depth across workforce management, scheduling, or inventory management platforms with strong troubleshooting instinct.
- Experience working cross-functionally across Sales, Product, Support, and Professional Services.
- Proficiency using AI tools to accelerate workflows; comfort speaking to AI-powered product capabilities with enterprise customers.
- Experience with Salesforce, Microsoft 365, and API-based integration concepts.
Measures of Success- Portfolio adoption maturity and business-review outcomes that hold up at the executive level.
- Net revenue retention outcomes - retention rate, expansion revenue, and quality of commercial-team partnership.
- Demonstrated proficiency across the role's core competency areas, particularly executive presence and strategic account progression.
Environmental and Physical Demands- ~25% domestic travel to customer locations. Cadence guided by account size and strategic priority.
Fourth Benefits🏖 Unlimited PTO!
🏥 Medical, Dental, Vision Insurance!
🏦 401k Match!
👥 Parental Leave
Laptop and equipment.
Remote employment limited to: AZ, CA, CO, CT, DC, FL, GA, ID, IL, IN, LA, MA, MD, ME, MI, MN, MS, NC, NE, NJ, NM, NV, NY, OH, OK, OR, PA, SC, TN, TX, UT, VA, & WA
