Enterprise Customer Success Manager

Job description

## **Who Are We?** Thanx is a leading loyalty and guest engagement platform for regional and national restaurants. We help brands drive profitable growth by increasing guest frequency, growing digital sales, and reducing reliance on discounts. Most loyalty platforms work for guests who are already loyal. Thanx unifies loyalty, digital ordering, and marketing automation in one platform that turns first-time and casual guests into regulars, treating loyalty as a business outcome, not a program, and engaging across the entire guest base. Thanx has raised more than $30M from elite investors including M33 Growth, Ribbit Capital, and Sequoia Capital. Our success is rooted in a culture that has attracted some of the best talent in the country, and we are proud of strong employee tenure, a track record of internal promotions, and the company-wide shift to working AI-native over the last 18 months. We credit our cultural “core behaviors” with these accomplishments: Think Boldly, Execute Reliably, Focus on What Matters, Say “Thanx” Genuinely, Encourage Diverse Perspectives, and Lead, Virtually. ## **Who are you?** You’re a strategist first. You set the direction for a brand relationship and can navigate a large, complex organization to build real relationships with senior leaders. You’re self-motivated and decisive: you don’t wait for a perfect plan or someone’s permission to move, and you know which problems are worth running at. You direct cross-functional teams like a business owner, not a project manager. You use AI daily to work faster and think sharper, not just to grind through busywork. You’re direct, you’re a team player, and you’re ready to own outcomes for the brands that matter most to our business. You've spent enough time on complex enterprise accounts to know how these relationships actually work: where a renewal is really won and what a CFO will push back on. You operate without a lot of direction, hold a point of view in front of senior stakeholders, and figure things out when the path is not obvious. Everyone at Thanx has equity and is expected to operate like an owner. That means real intensity, including evenings and weekends when the work calls for it. If that isn't what you're looking for right now, this isn't the right role. **We would rather you know that before you apply than after you start.** ## **Position overview** As Enterprise Customer Success Manager, you'll own the strategy for a portfolio of Thanx's largest and most strategic restaurant brands. These are the accounts where getting it right takes real relationships with senior, multi-stakeholder leadership teams, not a cadence of check-ins. This is a new profile on our CS team, built for someone experienced enough to operate independently at the executive level and to direct the cross-functional work it takes to power a true enterprise brand. You'll report to our VP of Customer Success and work day-to-day across Sales, Support, Product, Engineering, and Finance. Your portfolio will be roughly 10 to 12 brands representing $3-6M in ARR. ## **How We Work With AI** **What Thanx gives you** AI capability at Thanx is infrastructure, not a perk. You will be given the tools, the budget, and the working culture to get good at this quickly: - **Real token budgets.** You will not be rationed on the tool you use to do your work. - **Keystone.** Our homegrown connective tissue that puts company data and tooling into a queryable, natural-language format. - **The Grid.** An internal site to host AI-built applications, reports, and tools that can be shared company-wide. - **A show-and-tell culture.** People here demo what they have built, and it becomes something the rest of the company uses. Getting up the learning curve is a shared project, not a solo one. - **A growing library we built ourselves.** The CS Cantina, is a skill library built by the Customer Success team that any CSM can run and extend. **What we expect from you** - **You treat AI as a working partner.** You know the output is only as good as the context you give it and the review you do afterward, and you invest time in both. - **You build or improve things other people use**. When you solve a problem, you put in the extra effort to make the solution reusable, so nobody on your team has to solve it again. Then you do the harder part: make it good enough, and obvious enough, that using it beats going back to the old way. - **You do not wait to be assigned the work.** You notice when a one-off request is really a recurring problem, and you decide it is worth solving before anyone asks you to. At review time, the question is not how much you used AI. It is what you built, who else is using it, and how your team works differently because of it. **What it looks like in this role** - **Directing the work.** You walk into an executive business review with a point of view you built yourself. You bring the full account picture to the tool, health data, stakeholder history, open risks, rather than a single question, and shape what comes back into something a restaurant operator can act on. - **Verification and judgment.** You verify any number before it reaches an operator who knows their business better than any model does. You check a claim against the source, not against a summary that sounds right. - **Building and improving for others.** You extend and improve the skills the CS team already runs, so the whole team can spot and act on high value account opportunities with less effort. When a problem shows up in your book, you assume it's in someone else's too and you solve it once for everyone. - **Deciding what's worth building.** You identify which accounts are underperforming their potential and build the plan without waiting to be pointed at them. You build your own workflow rather than filing a request and waiting on ops. ## **Key responsibilities** - **Account strategy:** set the direction for your accounts and defend it in front of senior stakeholders, client-side and internal. - **Cross-functional leadership:** define what’s needed, why it matters, and the impact it unlocks. Direct the work like a business owner; don’t just track it. - **Renewals:** own and close the full cycle end to end, leading the negotiation with Finance and the VP of Customer Success. - **Champion development:** find and grow the internal advocates who carry Thanx inside their organization. - **Growth:** spot the accounts underperforming their potential and build the plan, including senior buy-in, to close the gap. - **AI-augmented account management:** use AI daily across your book, from account planning and health monitoring to stakeholder comms and renewal prep. **Travel and location** This role is fully remote and can be based anywhere in the US or Canada. Expect roughly 10-15% travel: two to four trips a quarter for on-site business reviews, executive meetings, and brand launches, plus one or two industry events a year. Trips cluster around renewal and annual planning cycles rather than spreading evenly. ## **What we’re looking for** - 6+ years in Customer Success, Account Management, or a strategic customer-facing role on complex, multi-stakeholder enterprise accounts. - A track record as a strategist, not a coordinator. You’ve directed cross-functional partners toward customer outcomes, not tracked their to-do list. - Executive presence. You’re equally comfortable pushing back on a VP internally and advising one externally. - Startup experience. You’ve carried a book where the process didn’t exist yet, headcount was thin, and the answer wasn’t in a playbook. - Real fluency with AI tools, used daily to extend your own judgment. Bring a specific example of how you’ve used AI on the job. - Experience owning renewal and expansion conversations, including with procurement and finance counterparts. - Experience with a health-scoring or CS platform is a plus. There’s one exception: startup experience is non-negotiable for this seat. If you’re close on the rest, apply. **Compensation:** US - Tier 1 $130,000 - $150,000 USD US - Tier 2 $119,000 - $135,000 USD US - Tier 3 $115,000 - $129,000 USD Canada $126,000 - $145,000 CAD **Leveling & Location:** Thanx uses structured internal leveling and location-based compensation. Final leveling and compensation are determined through the interview process based on experience, scope, and work location, and any offer will align with the appropriate range. **Application Process:** This position is an existing vacancy. We may use artificial intelligence (AI) tools to assist in screening or assessing applications; human review will always remain part of the process. **Ready to change your life? Apply now!** *We are proud to be an Equal Employment Opportunity company. We do not discriminate based on race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. Thanx will consider qualified applicants with arrest or conviction records for employment in a manner consistent with local requirements.* *If you need an accommodation at any point in the interview process, tell your recruiter and we’ll work with you.*