[Hiring] Senior Customer Success Manager @PAR Technology

Role Description

As a Senior Customer Success Manager for Point of Sale & Back of House, you’ll own relationships with some of PAR’s largest and most strategic enterprise restaurant customers. This isn’t a reactive Customer Success role. You’ll think ahead, understand what matters most to your customers, and bring the right people across PAR together to move the partnership forward.

• Build executive relationships and develop account strategies.
• Navigate complex challenges and identify growth opportunities.
• Ensure customers see measurable value from their partnership with PAR.
• Partner closely with Sales, Support, Professional Services, Product, and Engineering.
• Comfortable taking ownership, solving problems, and navigating ambiguity.

Qualifications

• 4+ years in Customer Success, Account Management, or a similar customer-facing role within SaaS or enterprise software.
• Experience in restaurant technology strongly preferred, with relevant retail or hospitality technology backgrounds also considered.
• A track record of owning complex, strategic enterprise relationships with multiple stakeholders.
• Experience building relationships with executive-level customers and leading meaningful business reviews.
• The ability to understand customer goals and translate them into strategic account plans that drive value, retention, and growth.
• Enough technical fluency to confidently discuss restaurant technology, POS, payments, and/or back-office environments.
• Strong ownership, problem-solving, communication, and cross-functional collaboration skills.
• Comfort operating in an evolving environment where the path forward isn't always perfectly defined.

Requirements

• Be the strategic partner for a portfolio of large enterprise restaurant customers across the customer lifecycle.
• Build account plans around customer goals, priorities, and blockers, then mobilize the right teams across PAR to make progress.
• Lead Quarterly and Executive Business Reviews with senior stakeholders across Operations, IT, and Finance.
• Track customer health, adoption, and usage to identify opportunities and address risk before it becomes a renewal issue.
• Navigate complex customer challenges by bringing together the right partners across Support, Professional Services, Product, and Engineering.
• Identify expansion opportunities across locations, modules, and products in partnership with Sales and Account Management.
• Own renewal forecasting, account health, and stakeholder mapping.
• Become a trusted expert in PAR’s POS and back-office solutions and the restaurant operations they support.
• Bring the voice of the customer back into PAR, providing thoughtful feedback that helps the broader organization improve.

Interview Process

• Interview #1: Video interview with Talent Acquisition Team
• Interview #2: Video interview with the Hiring Manager (via MS Teams)
• Interview #3: Video interview with a Peer (via MS Teams)
• Interview #4: Video interview with Customer Experience Leadership (via MS Teams)