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SpotOn · 2 days ago

Senior Partner Manager

Royal Oak, MI

Full-time

Hybrid

Mid, Senior Level

$75K/yr - $95K/yr

5+ years exp

SpotOn is a company dedicated to empowering independent restaurants with innovative technology solutions. As a Senior Partner Manager, you will strengthen client relationships, enhance retention, and ensure client satisfaction while driving strategic initiatives and upsell opportunities.

Mobile PaymentsPaymentsSales AutomationSoftware

Responsibilities

Act as the primary retention lead across your VIP portfolio, proactively identifying at-risk accounts and executing save strategies to reduce churn

Develop and implement customer cheer campaigns, retention programs, and advocate-building initiatives that highlight the value of SpotOn’s solutions

Serve as the internal voice of the customer, translating client feedback into actionable insights for Product, Support, and Leadership

Cultivate deep, strategic relationships with decision-makers across high-value clients; position yourself as a long-term growth partner, not just a point of contact

Conduct regular Business Reviews (MBRs/QBRs) tailored to each client’s objectives, KPIs, and vertical needs

Drive upsell/cross-sell opportunities by aligning SpotOn solutions (e.g., Teamwork, Reserve, Online Ordering) to evolving client goals

Lead VIP case management via Salesforce: assign, resolve, and follow through on client issues while maintaining impeccable documentation

Coordinate multi-threaded internal support using a team-based account model—collaborating with Tier 3 Support, Product Managers, Pricing Partners, and Implementation

Provide hands-on escalation support with the ability to independently negotiate waivers, credits, and service adjustments

Lead promotion of SpotOn’s Strategic Advisory Board participation and Referral efforts by identifying and nurturing client advocates, group expansion opportunities, and testimonials

Act as a client-facing expert in SpotOn pricing models (e.g., Dual Pricing), helping clients understand billing, contracts, and structural impacts with confidence

Serve as a training buddy and mentor to Associate CSPs and CSP I teammates, assisting in onboarding, development, and peer-led coaching

Qualification

Client Success ExperienceRestaurant POS ExperienceRetention StrategyEmotional IntelligenceCommunication MasteryCross-Functional CollaborationTrainingEducationData FluencyPresentation Skills

Required

Prior experience in Client Success

2+ years of restaurant POS experience

General knowledge of restaurant operations, billing, rates/pricing, SpotOn business practices and SOPs

Client-Centric Leadership: Proven ability to develop long-term relationships and lead strategic conversations with executives and operations leaders

Retention Strategist: Expert level strategist with demonstrated success in preventing churn through proactive outreach, at-risk analysis, and win-back tactics

Emotional Intelligence: High EQ with a calm, composed approach during escalations and difficult conversations; ability to balance empathy with resolution

Restaurant & POS Expertise: In-depth knowledge of restaurant operations and SpotOn's suite of POS and adjacent tools; viewed as a credible consultant by clients

Communication Mastery: Clear, compelling communicator via Zoom, phone, and email; skilled in both presenting and listening

Cross-Functional Operator: Ability to effectively collaborate with Product, Support, Implementation, and Revenue teams to drive outcomes

Presentation & Data Fluency: Comfortable building and delivering decks that analyze trends, highlight opportunities, and influence decision-making

Training and Education: To ensure customers are getting the most out of their POS system and associated integrations/add-ons you work closely with trainers to provide ongoing training and educational resources