Manager, Customer Success

Job Description

Job Description

The Manager of Customer Success will be responsible for expansion and renewal revenue across current customers and be accountable for driving and achieving quarterly targets. You will manage a team of 5-6 Account Managers and report directly to the Director of Customer Experience.

This role sits at the center of our post-sale revenue engine. You'll drive disciplined renewal execution, build repeatable expansion motions, proactively manage churn risk, and ensure tight alignment between Sales, Onboarding, Customer Success and Professional Services to deliver a seamless customer experience.

Who we are:

Back Office, a Buyers Edge Platform SaaS solution, dismantles siloed restaurant technology systems, offering Accounting & Bookkeeping, Payroll, Food Cost Management, and AP Automation as a unified tech stack. Developed by restaurant owners for restaurant owners, Back Office goes beyond traditional software; it's backed by industry experts who guide operators to make faster, more informed business decisions surrounding revenue, cost of goods, labor, and compliance. Through a combination of continued education and user-friendly software, independent, multi-location, franchise, and enterprise restaurant groups gain actionable insights into their performance, empowering them to make data-based operational decisions!

We value the impact and connection that comes from regular in-person collaboration. Therefore, the ideal candidate will work from our Littleton, CO office, with anticipated travel, as needed.

We are unable to offer work sponsorship for this role.

Your impact:

Own Expansion & Renewal Revenue

• Own expansion across all existing customers
• Deliver on a quarterly expansion revenue target
• Drive strong Net Revenue Retention (NRR) and Gross Renewal Rates
• Oversee renewal forecasting and ensure high-confidence projections
• Lead strategy and executive involvement on high-value or at-risk accounts

Lead & Develop the AM Team

• Manage and develop a team of 5-6 AMs, coaching on:
• Renewal strategy and pricing conversations
• Expansion identification and execution
• Multi-threading and stakeholder mapping
• Handling churn risk and competitive pressure
• Run consistent deal reviews and account strategy sessions
• Establish clear performance expectations and inspection rhythms

Build Scalable Commercial Processes

• Standardize account planning, renewal timelines, and expansion plays
• Create structured escalation pathways to avoid late-stage surprises
• Improve contract, pricing, and billing alignment in partnership with Finance and Legal
• Ensure CRM hygiene and forecast accuracy across the team

Strengthen Cross-Functional Alignment

• Define clear ownership between post sales functions
• Ensure smooth transitions when conversations shift into scope, pricing, or growth
• Reinforce a unified customer experience
• Resolve account-level friction quickly and constructively

Proactively Manage Risk & Complex Events

• Build and operationalize churn-risk detection frameworks
• Oversee commercial response to acquisitions, org changes, and budget risk
• Engage senior leadership early on high-risk or high-value deals

About you:

• 6+ years in customer-facing SaaS roles (AM, CAM, CS, or Expansion Sales)
• 3+ years leading commercial or post-sales revenue teams
• Experience in high growth/startup environment preferred
• Proven track record owning renewals and expansion revenue
• Experience navigating complex commercial events
• Proven ability to lead and inspire customer-facing teams, driving performance and professional growth
• Strong analytical skills for assessing customer health, usage trends, renewal risk signals, and expansion opportunities
• Familiarity with Salesforce and tools like Outreach (or similar sales execution platforms)

Not sure you meet every qualification? Studies show that diverse applicants often hesitate to apply unless they check every box. At Buyers Edge Platform, we value authenticity and inclusion—if you're excited about the role, we encourage you to apply. You might be exactly who we're looking for!

What's in this for you:

• Great benefits from day one. We offer medical, dental, vision, FSA, company-paid life insurance, and more—plus a 401(k) with company match.
• Grow with us. Enjoy strong training, development, and competitive pay.
• Work-life balance. Our flexible PTO policy lets you take time when you need it—no accrual required.

We welcome all.

We are committed to creating a diverse environment and are proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to actual or perceived race, color, creed, religion, national origin, ancestry, citizenship status, age, sex or gender (including pregnancy, childbirth and pregnancy-related conditions), gender identity or expression (including transgender status), sexual orientation, marital status, military service and veteran status, physical or mental disability, genetic information, or any other characteristic protected by applicable federal, state or local laws and ordinances.