Customer Success Manager, Punchh

Hi there! Have you noticed that the restaurant industry is changing?

We are PAR and our purpose is:

To deliver solutions that connect people to the restaurants, meals, and moments they love.

At PAR Technology, our relentless drive for innovation and unwavering commitment to customer success are at the heart of everything we do. We lead the restaurant and retail industries by ensuring that our products—from point of sale systems to loyalty programs, digital ordering, restaurant operations solutions, payment services, and hardware—work "better together." This unified approach, fueled by over 40 years of experience, amplifies our ambition to not just meet but exceed the evolving needs of our global clientele. By optimizing integrations into all leading restaurant solutions, we're not just creating technology; we're crafting a future where operations are streamlined, experiences are enhanced, and every interaction is an opportunity for growth.

Position Description: 

PAR Technology has an exciting opportunity for an ambitious Customer Success professional to join our Punchh team!

Are you a relationship builder with a passion for driving success? As a Punchh CSM, you’ll manage a portfolio of amazing brands, guiding them to maximize value from our platform. From smooth onboarding to ongoing support, you’ll be the go-to partner ensuring their goals are met while fostering long-term growth.

You’ll work cross-functionally to launch new features, drive adoption, and identify growth opportunities—all while championing your clients’ success every step of the way. If you thrive on collaboration, problem-solving, and helping businesses shine, this is the role for you!

Position Location:

Remote

What We’re Looking For:

Entrees (Requirements):

• 2-3 years of client account management experience in B2B SaaS companies
• Capability to successfully manage and develop a book of accounts across multiple brands.
• Impeccable verbal, written communication, presentation and articulation skills with attention to detail
• Natural relationship and rapport builder - the ideal candidate has empathy for the client, and can “read a room” 
• Strong time management and problem solving skills. Ability to prioritize and triage competing priorities and maintain focus on successful delivery of client projects
• Consistent success applying best practices to achieving high client renewal, retention rates, and upsells.
• Good balance between a longer-term strategic thinker coupled with more short-term milestones that advance the company towards the longer-term goals
• Highly analytical and data-driven, but also a creative problem solver and innovator.
• Ability to influence cross-functional teams and individuals without direct authority.
• Ability to make thoughtful, actionable recommendations and quickly build consensus 
• Entrepreneurial, creative, resourceful, self-starter in fast-paced environment.
• Strong sense of accountability and ownership
• Able to travel 15-20%
• Bachelor’s degree in Business or Marketing, or a related field

With a Side of (Highly Preferred): 

• Experience in mar-tech, restaurant tech, CRM, or ecommerce SaaS industry specifically, or digital marketing agency managing commercial brand client accounts.
• Experience in marketing or Customer Success for a large enterprise brand in restaurants or retail.

Unleash your potential: What you will be doing and owning:

• Be your clients’ go-to champion, quarterbacking their success and building strong relationships.
• Host engaging check-ins and recommend creative campaigns to boost sales and engagement.
• Master the Punchh platform to train clients, drive adoption, and track impactful results.
• Dive into client goals, offering tailored campaign strategies that deliver.
• Lead strategic QBRs to align on performance and future plans.
• Guide clients through every stage—onboarding, adoption, and ongoing support—ensuring a seamless experience.
• Spot growth opportunities by anticipating client needs and uncovering upsell potential.
• Drive retention and renewals with proactive support and value-driven insights.
• Collaborate with sales to shine in the pre-sales stage with prospective clients.

Interview Process:

• Interview #1: Phone Screen with Talent Acquisition Team
• Interview #2: Video interview with the Hiring Manager (via MS Teams)
• Interview #3: Video interview with the team (via MS Teams)
• Interview #4: Video interview with select senior team members (via MS Teams)

Compensation:

The base salary range for this position is $65,000 - $85,000 USD per year commensurate with work location, experience, skills, certifications, education, and prior accomplishments. The position may be eligible for additional compensation, including a bonus, commission and/or equity, as applicable.

Perks and Benefits Hot Off the Grill:

• Unlimited PTO (Exempt Employees)
• 3+ weeks/ year of Vacation/ PTO (Non-exempt Employees)
• Healthcare Benefits
• Fitness/ Wellness Reimbursement ($300/year)
• Internet Stipend (Remote employees)
• Employee Stock Purchase Program
• 401k Match

PAR is proud to provide equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. We also provide reasonable accommodations to individuals with disabilities in accordance with applicable laws. If you require reasonable accommodation to complete a job application, pre-employment testing, a job interview or to otherwise participate in the hiring process, or for your role at PAR, please contact accommodations@partech.com. If you’d like more information about your EEO rights as an applicant, please visit the US Department of Labor's website.