Senior Customer Success Manager - Los Angeles, CA

Los Angeles, CA

Who we are

In the past, being a successful restaurateur meant having a passion for food and hospitality. Today, thriving in a digital‑first restaurant landscape also requires a deep commitment to technology and operational excellence.

At Otter, we believe in the joy of serving others, and we build technology that helps restaurants succeed in a digital‑first world. Restaurants around the globe, from emerging brands to industry leaders like Chick‑fil‑A, Hummus Republic, Ben & Jerry’s, KFC, and Eataly, trust Otter to power their operations.

Our platform helps restaurants increase revenue, streamline operations, and reduce the complexity of managing delivery and digital ordering.

 

What you’ll do

  • Own and manage a portfolio of 10–15 mid‑market and strategic restaurant brands as the primary relationship owner.
  • Build trusted relationships across customer organizations, engaging stakeholders from day‑to‑day operators to senior leaders responsible for digital strategy and restaurant performance.
  • Manage accounts with individual ARR ranging from $40K–$100K per customer while driving retention and supporting renewal conversations.
  • Identify expansion opportunities across locations, products, and features and partner closely with Sales to drive coordinated account growth.
  • Lead executive business reviews that present platform performance insights, operational recommendations, and strategic opportunities.
  • Drive adoption of Otter’s platform across customer organizations and ensure successful launches of new locations, products, and features.
  • Monitor key performance metrics and proactively recommend improvements to help customers maximize operational efficiency and revenue growth.
  • Collaborate cross‑functionally with Sales, Product, Support, and Onboarding teams to deliver a seamless customer experience.
  • Act as the voice of the customer internally by sharing insights, trends, and product feedback from your portfolio.

 

What we’re looking for

  • 5+ years of experience in Customer Success, Strategic Account Management, or a related client‑facing role.
  • Experience managing mid‑market or enterprise accounts with multiple stakeholders.
  • Proven ability to manage revenue‑generating accounts and drive retention, adoption, and expansion.
  • Strong communication and presentation skills with experience engaging executive‑level stakeholders.
  • Ability to translate customer data and operational metrics into actionable insights.
  • Comfort managing multiple complex accounts in a fast‑paced environment.

 

Why join us

  • Work directly with leading restaurant brands across North America.
  • Own strategic customer relationships that directly influence revenue growth and retention.
  • Collaborate with a global team building technology that transforms how restaurants operate.
  • Competitive compensation, benefits, and strong opportunities for career growth.

 

What else you need to know

This role is based in our Los Angeles office location. As a company driven by innovation and continuous change, close collaboration is essential. We’re constantly reimagining our industry, creating new products, and refining our processes, and we do our best work together. That’s why all of our office-based teams work onsite, five days a week.

The base salary range for this role is $80,000 - $95,000 per year.

Actual compensation will be determined on an individual basis and may vary depending on experience, skills, and qualifications.

Base salary is just one part of your total rewards package. You may also be eligible for equity awards and an annual performance-based bonus.

Benefits Summary (USA Full-Time Exempt Employees):

  • Medical, dental, and vision insurance (multiple plans, incl. HSA options).
  • Company-paid life and disability insurance (short- and long-term).
  • Voluntary insurance: accident, critical illness, hospital indemnity.
  • Optional supplemental life insurance for self, spouse, and children.
  • Pet insurance discount.
  • 401(k).
  • Health Savings Account (HSA)
  • Flexible Spending Accounts (Healthcare, Dependent Care, Commuter)
  • Time Off policies:
    • Discretionary vacation days
    • 8 paid holidays per year
    • Paid sick time
    • Paid Bereavement leave
    • Paid Parental Leave

Benefits are subject to change at the company's discretion.
CSS accepts applications on an ongoing basis.

 

Ready to join us as we serve those who serve others? 

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