Customer Success Manager, Emerging Accounts
Role 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.
Key Skills for This Role
Full Job Posting
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.
- Collaborate with the Services team to monitor onboarding progress and ensure customers hit key adoption milestones and “time to first value” quickly.
- Define the value moment for each account: the specific business objective the customer is trying to achieve (e.g., reducing labor cost variance, improving payroll accuracy), and track usage/adoption data against progress toward that objective — not generic usage volume.
- 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.
- Own portfolio-level adoption and retention as operational inputs into the team’s GRR/NRR — the CSM executes against targets set by the CSM Manager, rather than setting them.
- Outcomes Owned
- Adoption and usage milestones within assigned portfolio.
- Early churn signal identification and resolution.
- SLA adherence, responsiveness, and CSAT.
- Process, Data & AI Fluency
- Identify trends in customer challenges and suggest improvements to process, FAQs, knowledge base content, and automation.
- Use AI-enabled adoption and health-scoring tools as part of day-to-day portfolio monitoring to surface risk and expansion signal earlier and give feedback on where those tools help or fall short.
- Maintain accurate, current records in Salesforce (primary CRM), and Zendesk/NetSuite as needed.
- Work cross-functionally with Support, Product, and Sales; operate independently with minimal day-to-day supervision.
Key Skills and Competencies
- 1–3 years of experience in customer success, account management, onboarding, or customer support (SaaS, HR, or payroll preferred).
- Experience supporting SMB customers or managing high-volume, transactional workloads.
- Strong familiarity with SaaS onboarding workflows; able to explain technical features clearly and accessibly.
- Proficiency in Salesforce; familiarity with Zendesk and NetSuite is a plus.
- Comfortable using AI-enabled CS/adoption tooling (health scoring, workflow automation) as part of daily account management.
- Exceptional written/verbal communication, active listening, and an empathetic, customer-first approach.
- Proven ability to prioritize ruthlessly and manage time across a high volume of concurrent customer needs.
- Data-driven mindset for interpreting usage and adoption metrics against each customer’s stated objective; proactive about reducing early churn.
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.
Requirements
- 1–3 years of experience in customer success, account management, onboarding, or customer support (SaaS, HR, or payroll preferred).
- Experience supporting SMB customers or managing high-volume, transactional workloads.
- Strong familiarity with SaaS onboarding workflows; able to explain technical features clearly and accessibly.
- Proficiency in Salesforce; familiarity with Zendesk and NetSuite is a plus.
- Comfortable using AI-enabled CS/adoption tooling (health scoring, workflow automation) as part of daily account management.
- Exceptional written/verbal communication, active listening, and an empathetic, customer-first approach.
- Proven ability to prioritize ruthlessly and manage time across a high volume of concurrent customer needs.
- Data-driven mindset for interpreting usage and adoption metrics against each customer’s stated objective; proactive about reducing early churn.
About Fourth
Fourth is a private SaaS provider of workforce and inventory software for restaurant and hospitality operators.
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