Customer Success Manager, Emerging Accounts

Fourth is the world’s largest and fastest-growing global leader of end-to-end restaurant and hospitality management technology solutions. We pride ourselves on delivering a world-class SaaS experience for our clients by building long-term partnerships starting from the first phone call. We know our recipe for success at Fourth is our amazing team... and that starts with hiring the right people! Interested in joining our smart, fun, and talented team?

Position Overview The Customer Success Manager (CSM) for the Emerging Accounts team owns a portfolio of SMB and mid-tier customers across Fourth’s SaaS, Payroll, and Services offerings. This is a one-to-many, execution-focused role: the CSM drives rapid onboarding, early wins, adoption, and renewal within an assigned book of accounts, using scalable playbooks and automation rather than bespoke, high-touch engagement. The CSM is the frontline owner of customer health and the first line of defense against churn.

They do not manage people or set commercial terms — their job is to execute the adoption and retention motion consistently across a high-volume portfolio and to escalate risk, expansion signals, and process gaps upward.

Primary Responsibilities Customer & Portfolio Ownership Own an assigned portfolio of ~50-75 larger Emerging/SMB accounts across the customer lifecycle — onboarding through renewal.

Collaborate with the Services team to monitor onboarding progress and ensure customers hit key adoption milestones and “time to first value” quickly.

Define the value moment for each account: the specific business objective the customer is trying to achieve (e.g., reducing labor cost variance, improving payroll accuracy), and track usage/adoption data against progress toward that objective — not generic usage volume.

Conduct milestone check-ins, monitor usage/adoption data and early churn indicators, and intervene with supplemental guidance where accounts fall off track.

Respond to customer inquiries and support requests promptly, meeting SLA commitments in partnership with Support.

Financial & Commercial Scope Identify and flag expansion opportunities and renewal risk to the CSM Manager or Sales/Account Management for commercial follow-through.

Own portfolio-level adoption and retention as operational inputs into the team’s GRR/NRR — the CSM executes against targets set by the CSM Manager, rather than setting them.

Outcomes Owned Adoption and usage milestones within assigned portfolio.

Early churn signal identification and resolution.

SLA adherence, responsiveness, and CSAT.Process, Data & AI Fluency Identify trends in customer challenges and suggest improvements to process, FAQs, knowledge base content, and automation.

Use AI-enabled adoption and health-scoring tools as part of day-to-day portfolio monitoring to surface risk and expansion signal earlier and give feedback on where those tools help or fall short.

Maintain accurate, current records in Salesforce (primary CRM), and Zendesk/Net Suite as needed.

Work cross-functionally with Support, Product, and Sales; operate independently with minimal day-to-day supervision.

Key Skills and Competencies1–3 years of experience in customer success, account management, onboarding, or customer support (SaaS, HR, or payroll preferred).Experience supporting SMB customers or managing high-volume, transactional workloads.

Strong familiarity with SaaS onboarding workflows; able to explain technical features clearly and accessibly.

Proficiency in Salesforce; familiarity with Zendesk and Net Suite is a plus.

Comfortable using AI-enabled CS/adoption tooling (health scoring, workflow automation) as part of daily account management.

Exceptional written/verbal communication, active listening, and an empathetic,…