Manager, Strategic Account Management & Client Success at Spoton

About SpotOn We’re not just building restaurant tech, we’re giving independent restaurants the tools to compete and win. From our award-winning point-of-sale to AI-powered profit tools, everything we do helps operators boost profit, work smarter, and keep their best people. And every solution is backed by real humans who actually give a sh*t about helping restaurants succeed. - 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 We move fast, care hard, and fight for independent restaurant operators to do what they love, and love doing it. If you’re looking to make an impact with heart and hustle, SpotOn is the place for you. The Manager, Strategic Account Management & Client Success leads a team of account managers, driving operational excellence and process improvements. This role ensures delivery against strategic objectives while developing team capabilities and fostering collaboration across departments. This role is responsible for driving the success, retention, and expansion of SpotOn’s most valuable client partnerships. This role oversees a team managing high-revenue strategic accounts, ensuring each partnership delivers measurable business outcomes, sustained satisfaction, and advocacy that fuels long-term growth. This leader brings proven expertise in managing enterprise or strategic accounts, with a strong command of renewal strategy, multi-stakeholder engagement, and commercial optimization. The role requires balancing hands-on client relationship oversight with strategic alignment, operational scale, and data-driven performance management. RESPONSIBILITIES TEAM LEADERSHIP & DEVELOPMENT - Lead and develop a team of specialists and associate managers, fostering accountability, engagement, and performance. - Set clear goals and performance expectations aligned with departmental objectives. - Provide regular coaching, feedback, and professional development opportunities to build team capability. - Oversee workload allocation, ensuring balanced capacity, productivity, and service quality. - Manage recruitment, onboarding, and training to build a high-performing team culture. CLIENT & CROSS-FUNCTIONAL PARTNERSHIP - Act as a key point of contact for client-facing teams and stakeholders to ensure alignment on project requirements and timelines. - Anticipate client and partner needs, providing proactive solutions and maintaining strong, collaborative relationships. - Coordinate with internal functions (Implementation, Product, Operations, etc.) to ensure smooth project execution and issue resolution. - Communicate updates, progress, and risks clearly to senior leadership and key stakeholders. OPERATIONAL EXECUTION & PROCESS IMPROVEMENT - Oversee execution of multiple concurrent projects, ensuring on-time delivery and adherence to quality standards. - Identify and implement process improvements to increase efficiency, scalability, and accuracy. - Monitor team metrics and performance dashboards to drive accountability and continuous improvement. - Partner with other managers to standardize best practices and optimize end-to-end workflows. TRAINING, QUALITY & STANDARDS - Establish and maintain high quality and consistency standards across all team outputs. - Lead periodic quality reviews, identifying trends and coaching opportunities. - Develop and maintain team training resources and SOPs to ensure consistency across roles and projects. - Champion operational excellence and knowledge sharing across the broader function. - Hold the team accountable for following documented processes: Standard Operating Procedures (SOPs), Service-level Agreements (SLAs), and checklists. Strategic Account Management & Client Success Oversight - Oversee a team of Client Success Partners (account managers) handling high-value strategic accounts, ensuring measurable outcomes in retention, adoption, and expansion. - Set the strategic direction for client success plans and guide the team in tailoring approaches that align with client objectives and maximize platform adoption. - Monitor portfolio health across the team, reviewing key metrics to proactively identify risks and coach interventions that drive retention and revenue goals. - Lead the team in renewal strategy and negotiation guidance, ensuring consistent execution that secures continued client engagement and net revenue growth. - Enable the team to identify and capitalize on expansion opportunities, leveraging data insights, adoption trends, and executive business reviews. - Serve as the escalation point for complex or high-impact client issues, supporting Account Managers to resolve challenges efficiently and effectively. - Foster cross-functional collaboration by ensuring the team partners effectively with Product, Sales, Implementation, and Support to deliver cohesive client experiences and actionable insights. - Drive process standardization, executive business review best practices, and performance reporting across the team to ensure ROI, client advocacy, and continuous improvement. Qualifications - 8+ years of professional experience in customer success or related roles. - 3+ years of experience managing and developing high-performing teams. - Experience in fintech or SaaS environments preferred. - Advanced leadership, coaching, and team development skills. - Strategic thinking and operational planning abilities. - Strong problem-solving, decision-making, and analytical capabilities. - Ability to drive performance improvements by identifying trends, analyzing data, and implementing action plans to achieve team KPIs and enhance client satisfaction. - Proficiency with relevant systems, tools, and metrics-driven management. - Effective stakeholder management and cross-functional collaboration. - Expertise in guiding teams to manage high-value client portfolios for retention, adoption, and expansion outcomes. - Proficient in monitoring metrics, identifying risks, and driving interventions to ensure client success and revenue goals. - Skilled in shaping renewal approaches and identifying growth opportunities within strategic accounts. - Ability to support the team in addressing complex client challenges with high-impact solutions. - Ensures alignment between Product, Sales, Implementation, and Support to deliver cohesive client experiences. - Develops scalable frameworks and best practices for success plans, engagement, and executive business reviews. - Uses adoption metrics, portfolio analytics, and client data to guide team actions and prioritize interventions. - Translates client needs into actionable approaches that maximize platform adoption, satisfaction, and advocacy. Benefits: At SpotOn, we put people above everything else. We’re known for our innovative software and technology solutions, but we stand out because of the hard-working humans behind the tech. We can’t take care of our clients without taking care of our employees first, and that’s why we invest in you with a competitive benefits package which includes: - Medical, Dental and Vision Insurance - 401k with company match - RSUs - Paid vacation, company holidays, sick time, and volunteer time off - Employee Resource Groups to build community and inclusion at work - Monthly cell phone and internet stipend - Tuition reimbursement for up to $2,000 per calendar year to assist with your professional development We will never ask candidates to pay fees, purchase equipment, or share sensitive personal or financial information during the hiring process. All legitimate communication from our recruiting team will come from an official company email address (@spoton.com [Upgrade to PRO to see link] If something seems suspicious, please contact us at [Upgrade to PRO to see contact]. 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. SpotOn is an E-Verify company.