About You

In this role, you will lead a team of Customer Success Managers serving the Access Group Hospitality F&B brand portfolio, owning the retention outcomes, team performance, and account health that define long-term customer success. This is a role for a people leader who thrives on building high-performing teams, driving accountability to measurable outcomes, and closing the gap between where a team is and where it needs to be.

Success here means more than overseeing the work. You will be the primary accountability layer between your CSMs and senior leadership, responsible for your team's Gross Revenue Retention (GRR) performance, coaching quality, and execution against the company's strategic priorities. You are direct, data-driven, and energized by developing people. You run a structured renewal motion, maintain real-time account health visibility, and ensure every at-risk account has a documented plan before it becomes a problem.

Just as importantly, you will be a cross-functional partner and advocate. You will bring the voice of the customer into internal conversations with data and a clear point of view, collaborate with Strategists, Technical Success Managers, and CS Ops, and represent your team's performance and risks to senior leadership with clarity and confidence.

Day-to-Day, You Will

• Hold the GRR number for your team's portfolio as a direct accountability.
• Drive systematic renewals forecasting and proactive engagement on every at-risk account, escalating early rather than reactively.
• Ensure Business Value Review (BVR) completion targets are met on cadence and at quality, using the ROI Story Arc methodology.
• Maintain real-time account health visibility, enforcing Red/Amber/Green accuracy, Salesforce hygiene, and SAP quality standards.
• Ensure Tier 1 accounts receive executive-supported coverage so that no account deteriorates without a documented action plan.
• Serve as the first point of escalation and support for your CSMs, not a pass-through to senior leadership.
• Run weekly one-on-ones that are coaching-forward, focused on skill development rather than status updates.
• Provide in-the-moment feedback on BVR delivery, executive presence, discovery, and ROI framing.
• Identify and close skill gaps proactively without waiting for the performance review cycle.
• Own performance management end-to-end: set clear expectations, document progress, and take action.
• Own the operationalization of company-wide programs within your team, including BVR rollout, Salesforce compliance, and Customer Success Plan (CSP) positioning.
• Adapt and implement proven global processes for the US team, refining and executing established programs rather than building independently from scratch.
• Represent your team's performance and risks in leadership reviews using data and evidence, not narrative alone.
• Flag systemic issues, including product gaps, platform friction, and third-party integration pressure, with supporting evidence and a clear point of view.
• Partner with Strategists and Technical Success Managers to deliver cohesive, high-quality customer outcomes.
• Work with CS Ops to ensure Salesforce adoption and reporting accuracy across your team.
• Coordinate with the Renewals team on complex accounts approaching contract decisions.
• Bring the voice of the customer into internal conversations grounded in data and customer insight.

Your Skills & Experience Might Include

Required

• 5+ years in customer success, account management, or a customer-facing SaaS role.
• 2+ years managing a team of Customer Success Managers or Account Managers with direct accountability for retention or GRR metrics.
• Demonstrated experience running a structured renewal motion and systematic renewals forecasting process, with a track record of closing renewal risk before it becomes churn.
• A genuine coaching track record: you can speak to CSMs you have developed and describe what changed for them.
• Comfort managing through data, using Salesforce or an equivalent CRM to run your team in real time rather than reporting on it after the fact.
• Ability to operate effectively in a matrixed organization, collaborating across Strategists, Technical Success Managers, and Product without waiting for formal handoffs.
• Strong communication skills and executive presence, with the ability to represent your team's performance and risks clearly to senior leadership.
• Willingness to travel as needed for customer-facing Business Value Reviews and team events.

Preferred

• Experience in the hospitality, restaurant, or retail industries.
• Familiarity with loyalty programs, digital marketing, or customer engagement technologies.
• Hands-on Salesforce experience.
• Proven experience building or rebuilding a BVR or QBR motion from the ground up.
• Background working in a matrixed organization with multiple stakeholder teams and competing priorities, with a demonstrated ability to align people and drive outcomes without direct authority.

Work Authorization: Candidates must be authorized to work in the U.S. without employer sponsorship for this opportunity.

Compensation: The anticipated base salary for this role is $120,000-$130,000 annually, with additional on-target earnings (OTE) based on performance. Final compensation will be determined based on factors including location, experience, and qualifications. Any compensation outside this range will follow applicable laws and company policy.