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.

• 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.

Key Skills and Competencies

• 1–3 years of experience in customer success, account management, onboarding, or customer support (SaaS, HR, or payroll preferred).

Metrics of Success

• Time to first value achieved per customer.

• Adoption rate and product usage against each customer’s defined objective.

• Early churn rate within portfolio.

• SLA adherence and CSAT.

Fourth Benefits

🏖 Unlimited PTO!
🏥 Medical, Dental, Vision Insurance!

🏦 401k Match!

👥 Parental Leave

💻 Laptop and equipment.

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