Executive Enterprise CS Partner - Growth & Retention

Fourth is the global leader in workforce and inventory management for the restaurant and hospitality industry, serving enterprise brands across thousands of locations worldwide. Our platform —HotSchedules, MacromatiX, and iQ Analytics — is backed by growing investment in AI-powered capabilities, and we expect every EAP to be at the forefront of that shift. Interested in joining our smart, fun, and talented team? Position Overview Own the full Executive Account Partner mandate independently across a $9–12M ARR book of enterprise restaurant and hospitality accounts as the primary product-facing partner. You resolve novel, cross-product problems without routine escalation and deliver the role at full strategic depth. This is the core operating level of the EAP model. Primary Responsibilities Establish and maintain executive-level (VP / C-suite) relationships as the trusted senior point of contact across your portfolio. Own account strategy and move each account's adoption maturity and roadmap alignment forward over time. Leveling — three-dimensional capability framing (product knowledge, executive presence, adoption and ROI ownership), with the "capability, not tenure" statement Estate management — adoption monitoring across every location, identifying underperforming units, targeted gap/closure plans, with the revenue-leakage-compounds framing intact. Escalation ownership accountable for the customer relationship, owning communication through every escalation; Support and Professional Services own the fix. Conduct frequent Executive Business Reviews, often to a C-level audience, translating product usage into measurable business outcomes — labor cost, compliance, scheduling efficiency, turnover. Responsible for Gross Revenue Retention (GRR) across your portfolio, partnering with the commercial team on contract execution, signings, and renewals. GRR is a key metric this role is evaluated on. Proactively identify expansion opportunities and collaborate on recommended strategy; Commercial Team owns the resulting pipeline and revenue Lead recovery strategy on at-risk relationships. Drive product adoption and articulate value in the customer's operational terms, engaging Manager and Director-level operations stakeholders. Independently diagnose novel, cross-product adoption and configuration problems across HotSchedules and MacromatiX; channel enhancement opportunities to Product. Confidently recognize suboptimal integration and data-flow setups (FTP vs. API, HS/MX to iQ) and identify the better path, engaging specialists where design or build work is required. Understand the operational and financial implications of feature adoption — what it means to implement a capability, and equally what it means not to. Use AI tools — including Claude — to streamline your workflows, accelerate account research, and speak credibly to how AI capabilities within Fourth's platform create value for customers. Orchestrate concurrent customer workstreams (product/feature rollout, adoption strategy, integration architecture) keeping the customer's operational goals aligned to Fourth's roadmap Own the account across the full customer lifecycle — active engagement during implementation, not a handoff and a check-in. Partner with Professional Services on implementations and at-risk delivery — you are the business-level continuity when delivery gets complicated. Collaborate with Support to ensure escalations are resolved with urgency and that patterns in a client's ticket volume inform their adoption plan. Serve as the voice of the customer into Fourth's Product and leadership teams, feeding product gaps, adoption blockers, and competitive intelligence through defined cadences. Maintain in-person executive presence through regular onsite customer visits (~25% travel), with cadence guided by account size and strategic priority. Key Skills and Competencies 5+ years in customer success, account management, or a related client-facing role in SaaS; enterprise restaurant or hospitality industry experience strongly preferred. Proven independent ownership of enterprise accounts with a track record of driving retention and expansion outcomes. Established credibility engaging C-level executives on strategic value; operating fluency in the customer's business. Advanced product depth across workforce management, scheduling, or inventory management platforms with strong troubleshooting instinct. Experience working cross-functionally across Sales, Product, Support, and Professional Services. Proficiency using AI tools to accelerate workflows; comfort speaking to AI-powered product capabilities with enterprise customers. Experience with Salesforce, Microsoft 365, and API-based integration concepts. Measures of Success Portfolio adoption maturity and business-review outcomes that hold up at the executive level. Net revenue retention outcomes — retention rate, expansion revenue, and quality of commercial-team partnership. Demonstrated proficiency across the role's core competency areas, particularly executive presence and strategic account progression. Environmental and Physical Demands ~25% domestic travel to customer locations. Cadence guided by account size and strategic priority. 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. #J-18808-Ljbffr Fourth