Enterprise Customer Success Manager

Enterprise Customer Success Manager

Los Angeles, CA

Join Us

Who we are

In the past, to be a successful restaurateur, you simply had to have a passion for food and a passion for people - but to succeed as a digital restaurateur you also need to have a passion for technology. We believe in the joy of serving others, and that's why we created Otter – to help restaurateurs succeed in online food delivery. Restaurants around the world, both large and small, including Chick-fil-A, Ben & Jerry’s, KFC, and Eataly trust our software to power their delivery business. We increase sales, reduce order issues, and decrease delivery headaches.

What you’ll do

• As a Enterprise Customer Success Manager, you’ll lead a portfolio of global enterprise accounts, driving real business outcomes through strategic partnership, data-driven insights, and deep product knowledge. You'll act as a trusted advisor, helping our most important customers thrive in the ever-evolving world of online ordering and restaurant tech.

• Drive Revenue & Retention: Own the full customer lifecycle across a portfolio of large enterprise accounts — focused on retention, expansion, and profitability.

• Strategic Partnership: Act as a long-term, trusted advisor to our top customers, identifying new opportunities to grow the relationship over time.

• Industry Expertise: Leverage your knowledge of food & beverage, online delivery, or restaurant-tech to offer credible, relevant insights and solutions.

• Commercial Impact: Use data, product expertise, and business acumen to drive upsell and cross-sell opportunities with charisma and clarity.

• Problem Solving: Understand restaurant operations and financials to help solve complex business challenges and deliver tangible value.

• Customer Advocacy: Track performance metrics, guide product improvements, and serve as a product expert on key sales and strategy calls.

• Relationship Management: Develop strong, authentic relationships with stakeholders, effectively de-escalate tough issues, and negotiate to positive outcomes.

• What we’re looking for

• 5+ years of experience in Customer Success, Enterprise Account Management, or Strategic Consulting.

• Proven success managing complex, high-value customer relationships at the enterprise level.

• Strong understanding of restaurant operations, hospitality tech, or food delivery ecosystems.

• Exceptional communication, stakeholder management, and relationship-building skills.

• Data-driven mindset with the ability to translate metrics into business impact.

• Experience navigating product conversations and influencing cross-functional teams.

• Why join us

• Demand for online food delivery is growing really fast! In the last 5 years, just in the US, the overall market has expanded 10X from $10B to $100B, and could expand to $500bn- $1T by 2030.

• Changing the restaurant industry: You’ll be part of a team that helps restaurants succeed in online food delivery.

• Collaborative environment: You will