Emerging Customer Success Manager

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.

Interested in joining our smart, fun, and talented team?

Position Overview

The Senior Emerging Customer Success Manager is the most senior individual contributor role in Fourth's Emerging CS tier, owning the Emerging segment's most strategic accounts — the most complex, highest-growth, and highest-value relationships within the £7,500–£16,500 MRR band. It carries the full scope of the Emerging CSM role, managed to an Enterprise-calibre standard.

Beyond personal account management, the role adds three functions: acting as subject matter expert (SME) and advisor to the Emerging and SMB Adoption teams; driving structured collaboration with the Enterprise CSM team as a transition pathway; and owning the identification and nomination of Emerging accounts for Fourth's EMEA customer engagement programmes, including the Customer Advisory Board (CAB) and key events. It is, in effect, a pre-Enterprise role — calibrated to build the capabilities required to succeed at Enterprise level.

Primary Responsibilities

Strategic Account Management — Primary Focus

● Own a portfolio of strategically selected Emerging accounts — the most complex, highest-growth, and highest-value relationships in the segment — managed with Enterprise-calibre rigour: detailed account plans, multi-threaded relationships, and executive stakeholder engagement

● Act as the most senior CS contact for these accounts, handling escalations and complex situations directly, referring upward only in the most commercially significant cases

Customer Success Planning & Executive Engagement

● Maintain a comprehensive account plan per account and run structured QBRs and bi-annual Executive Business Reviews (EBRs), presenting evidence-based progress and forward-looking success plans

● Conduct face-to-face meetings — bi-annually at minimum, more frequently for high-value or at-risk accounts — following up with written summaries, agreed actions, and updated plans

Adoption & Commercial Ownership

● Drive feature adoption and platform depth using the maturity framework and direct executive engagement, ensuring strategic accounts are early adopters of new capabilities

● Identify and develop expansion opportunities, managing upsell and cross-sell conversations with the commercial confidence expected at this level, and maintain accurate pipeline and at-risk data in Salesforce

SME Advisor — Emerging & SMB Adoption Teams

● Act as the primary subject matter expert and peer advisor for Emerging CSMs and SMB Adoption Managers, providing guidance on complex account situations and best-practice CS execution

● Contribute to team knowledge sharing and onboarding, and escalate systemic product, process, or programme issues to CS leadership with supporting evidence

Enterprise CSM Collaboration & CAB/EMEA Events

● Collaborate actively with the Enterprise CSM team, building the