Director, Customer Success

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?

We are looking to hire the Director of Customer Success to join our team at Fourth! This individual will be responsible for leading the company’s efforts to maintain and expand relationships with large, multi-location customers. This position will lead a team of US-based Customer Success Managers that are responsible for customer retention initiatives and expansion plans within our customer base.

• Drive customer success outcomes by increasing renewal rates and reducing churn.
• Influence future lifetime value through higher product adoption, customer satisfaction and overall health scores.
• Manage customer success activities such as onboarding, training, services, and advocacy.
• Lead churn mitigation strategies and ensure successful execution.
• Expand our revenue in accounts through cross-sell referrals and up-sell.
• Drive new business growth through greater advocacy and reference-ability.
• Measure effectiveness of customer success by defining operational metrics for the team and establishing a system for tracking metrics
• Lead world-class customer success team by attracting and recruiting and developing high potential and experienced leaders for each functional role.
• Manage and collaborate on projects to drive scalability through automation.
• Partner with internal departments to ensure alignment.

• 8+ years’ experience in leading customer-facing organizations
• Ability to manage influence through persuasion, negotiation, and consensus building.
• Customer focus and a passion for revenue retention and growth
• Deep understanding of value drivers in recurring revenue business models
• Excellent communication and presentation skills
• Previous experience managing a team.
• Restaurant and/or hospitality industry experience
• SaaS experience
• Bachelor’s degree

Fourth Perks: Unlimited PTO, Health, Dental, Vision, 401K match, Charity Days, Parental Leave, Flexible Work Environment, just to name a few…

Remote employment limited to: AZ, CA, CO, CT, DC, FL, GA, ID, IL, IN, KY, LA, MA, MD, ME, MI, MN, MS, NC, NE, NJ, NV, NY, OH, OK, OR, PA, SC, TN, TX, VA, WA

Our Story

In July 2019 Fourth joined forces with HotSchedules to become the global leader in end-to-end restaurant and hospitality management technology solutions. Together, the merged company now represents the world’s largest and only provider of end-to-end restaurant and hospitality management solutions for customers across the globe and of all sizes—from a single location or franchisee restaurant to a global restaurant or hotel chain. The combined company’s complete software-as-service (SaaS) solution suite including scheduling, time & attendance, applicant tracking, training, inventory management / procurement, HR / benefits and payroll services now serves customers in 120,000 locations worldwide and is supported by a dedicated, unified team across offices in the US, UK, Bulgaria, China, Australia, and UAE.

Fourth is an Equal Opportunity Employer

All qualified applicants will receive consideration without discrimination because of sex, gender identity, gender expression, sexual orientation, marital status, race, color, age, national origin, military status, religion, or disability or any other legally protected status.