Senior Partner Manager

• Named the #1 Restaurant POS by G2 (Fall 2025), based on ratings from real users
• Rated the top-rated point-of-sale (POS) for restaurants, bars, retail, and small businesses by Capterra users
• Awarded Great Places to Work and Built In’s Best Workplaces for multiple years running

As a Senior Partner Manager – Client Advocacy & Retention, you will serve as the strategic heart of our client relationships, championing retention, deepening client advocacy, and driving long-term partnerships with SpotOn’s most valued restaurant clients. You will be the client’s primary point of contact in capacity as a senior individual contributor that is elevated beyond a traditional Customer Success Partner (CSP), and is dedicated to owning and growing a VIP portfolio of accounts with a relentless focus on client satisfaction, lifetime value, and mutual success. By driving a variety of initiatives and building strong relationships you improve net revenue.  A robust appreciation of the unique client perspective, business goals, and priorities to   translate them into strategic recommendations to enhance product satisfaction and long term adoption, referrals and improve retention.

Heavy emphasis on the first 90 days of the client journey to partner with the Onboarding and Go Live Training teams driving successful client activations, perfect go live experiences, and maintaining strong partnership, building early advocacy, and ensuring health and stability in the cradle period (first 30-60-90 days).  

You will serve as the “Head of Client Cheer,” forging lasting connections that turn satisfied clients into enthusiastic brand advocates. Through proactive engagement, consultative strategy, and cross-functional collaboration, you will act as both the client’s trusted advisor and SpotOn’s internal champion for customer health, renewal, and expansion.

This is a hybrid position 4 days/week in our Royal Oak office. 

Key Responsibilities

Retention & Client Advocacy Leadership

• Act as the primary retention lead across your VIP portfolio, proactively identifying at-risk accounts and executing save strategies to reduce churn.
• Develop and implement customer cheer campaigns, retention programs, and advocate-building initiatives that highlight the value of SpotOn’s solutions.
• Serve as the internal voice of the customer, translating client feedback into actionable insights for Product, Support, and Leadership.

Strategic Relationship Management

• Cultivate deep, strategic relationships with decision-makers across high-value clients; position yourself as a long-term growth partner, not just a point of contact.
• Conduct regular Business Reviews (MBRs/QBRs) tailored to each client’s objectives, KPIs, and vertical needs.
• Drive upsell/cross-sell opportunities by aligning SpotOn solutions (e.g., Teamwork, Reserve, Online Ordering) to evolving client goals.

Operational Excellence & Influence

• Lead VIP case management via Salesforce: assign, resolve, and follow through on client issues while maintaining impeccable documentation.
• Coordinate multi-threaded internal support using a team-based account model—collaborating with Tier 3 Support, Product Managers, Pricing Partners, and Implementation.
• Provide hands-on escalation support with the ability to independently negotiate waivers, credits, and service adjustments.

Client Program & Brand Growth

• Lead promotion of SpotOn’s Strategic Advisory Board participation and Referral efforts by identifying and nurturing client advocates, group expansion opportunities, and testimonials.
• Act as a client-facing expert in SpotOn pricing models (e.g., Dual Pricing), helping clients understand billing, contracts, and structural impacts with confidence.
• Serve as a training buddy and mentor to Associate CSPs and CSP I teammates, assisting in onboarding, development, and peer-led coaching.

Essential Skills & Qualifications

• Prior experience in Client Success
• 2+ years of restaurant POS experience
• 2+ years of experience in Restaurant implementation or Support preferred if no prior experience in Client Success. 
• General knowledge of restaurant operations, billing, rates/pricing, SpotOn business practices and SOPs.
• 5+ years of experience working in Customer Service Support environment highly preferred in addition to Client Success experience.
• Client-Centric Leadership: Proven ability to develop long-term relationships and lead strategic conversations with executives and operations leaders.
• Retention Strategist: Expert level strategist with demonstrated success in preventing churn through proactive outreach, at-risk analysis, and win-back tactics.
• Emotional Intelligence: High EQ with a calm, composed approach during escalations and difficult conversations; ability to balance empathy with resolution.
• Restaurant & POS Expertise: In-depth knowledge of restaurant operations and SpotOn’s suite of POS and adjacent tools; viewed as a credible consultant by clients.
• Communication Mastery: Clear, compelling communicator via Zoom, phone, and email; skilled in both presenting and listening.
• Cross-Functional Operator: Ability to effectively collaborate with Product, Support, Implementation, and Revenue teams to drive outcomes.
• Presentation & Data Fluency: Comfortable building and delivering decks that analyze trends, highlight opportunities, and influence decision-making.
• Training and Education: To ensure customers are getting the most out of their POS system and associated integrations/add-ons you work closely with trainers to provide ongoing training and educational resources.

What Success Looks Like

• Portfolio health and risk scores and retention rates meet/exceed team benchmarks.
• Client management and risk monitoring activities are prioritized, consistently completed, creative solutioned, action and results-driven.
• Top-tier clients become active brand advocates and referral sources.
• You are seen as a “go-to” expert in retention strategy and client happiness across entire SpotOn Customer Success ecosystem. 

SpotOn is an equal employment opportunity employer. Qualified candidates are considered for employment without regard to race, religion, gender, gender identity, sexual orientation, national origin, age, military or veteran status, disability, or any other characteristic protected by applicable law.

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