Who Are We?

Thanx is a leading technology company, providing best-in-class  loyalty and digital guest engagement for restaurants, brick-and-mortar retailers, and offline businesses.  Brick-and-mortar retailers, restaurants and malls are facing an unprecedented crisis in the aftermath of COVID-19; Thanx helps these businesses embrace digital purchasing, capture greater customer data, and take action on that information to personalize every interaction with their guests. Our proprietary integrations with credit card networks (e.g. Visa) provide the volume and accuracy of purchase data which sits at the core of every product we build. A Nation’s Restaurant News “Power List” honoree as one of the 50 most influential innovators in food-service, our CEO describes our vision: “Brick-and-mortar commerce in the US alone is a multi-trillion dollar category but most businesses still severely lack the data and tools to deliver personalized, closed-loop marketing. Thanx is on a mission to change this permanently.”

Thanx has gained the investment  of prominent venture and growth equity luminaries, having raised more than $30M from elite investors such as M33 Growth, Ribbit Capital, and Sequoia Capital. Core to our success is a culture that has attracted some of the best talent from across the country; we are proud of our incredibly strong employee tenure, track-record of internal promotions, and impressive alumni network. We credit our cultural “core behaviors” with these accomplishments: Find A Way, Focus on What Matters, Say “Thanx” Genuinely, Welcome Diverse Perspectives, and Empathy Over Ego.

 

Who Are You?

You are a high energy individual who is passionate about building strong relationships. You are eager to learn as much as you can in the coming few years and thrive in a fast-paced environment. Your mentors would describe you as intelligent, detail-oriented, and resourceful. You can demonstrate positive collaboration and teamwork through past experiences. You don’t need step-by-step directions to complete a task, but instead, spend time and energy building your own solutions.

We’re looking for an organized, self-starter to join Thanx as Customer Success Manager on Thanx’s Customer Success Team. As a CSM, you’ll work with restaurant, car wash, entertainment, and retail companies playing a critical role in delivering against key business objectives for each brand. You will lead training, support usage, foster adoption and partner with brands to be a Thanx product expert to help them achieve results. You will create and deliver comprehensive executive presentations, develop marketing recommendations, educate merchant teams and senior staff and set appropriate expectations with your deep product knowledge. You are confident, articulate and feel comfortable engaging in thoughtful conversation with brand executives and their teams regarding technical functionality and industry best practices. Our ideal candidate possesses start-up grit, a desire to uncover and resolve issues, and a discipline in tracking performance. Ideally they are comfortable with the Google suite and Excel and are driven by data. We are looking for an individual meticulously organized, able to thoughtfully manage competing priorities and accounts, and is comfortable working under tight deadlines.

 

Position Overview:

The Success team is comprised of dedicated individuals who care deeply about the success and experience of our merchant partners. We are resourceful - when we see something that can be improved, we don’t wait to take action. We seize opportunities to learn and grow and are committed to providing a supportive environment. As a CSM, you will manage all aspects of the Customer Success cycle for a portfolio of accounts offering strategic ongoing account management. As a core member of our Merchant Success team, you will work directly with our new and existing Thanx merchants to ensure they are successful and grow their business using Thanx tools. Your day-to-day will include project management, coordination with multiple external merchant contacts, timely and helpful customer support, merchant meetings and tasks, as well as in-depth presentations on program insights.

 

You must:

  • Manage a portfolio of brick and mortar customers in the restaurant, retail, and service industry, across geographic areas.
  • Build deep relationships with and create value for key partners; Consistently exceed merchant expectations with your responsiveness, level of commitment and ability to deliver under tight timelines and limited bandwidth to create merchants who will publicly rave about their Thanx experience.
  • Be comfortable presenting to executives, running training programs to multi-level contacts, developing marketing recommendations and executing against plans.
  • Ability to glean valuable merchant insights to identify key pain points for the customer and turn these insights into feedback for future Product/Engineering roadmap.  
  • Develop and maintain a deep understanding of product capabilities and administration tools to add value, demonstrate expertise and promote the use of Thanx tools
  • Willingly support peers and management by filling in where there are coverage gaps or opportunities to make others in the organization more successful. 
  • Possesses a willingness and grit to go above and beyond role description or standard working hours to deliver impactful results.

 

We are not big on requirements, but you probably have:

  • 2-3 years of software/B2B experience in customer success, account management, or client management
  • A BA/BS
  • An understanding of startup or face-paced environment and willingness to break through walls
  • Strong written and verbal skills and enjoy speaking to a crowd
  • Exceptional organizational skills and supreme attention-to-detail 
  • A blended creative and analytical approach to problem-solving
  • Familiarity with conventional software - GoogleSuite and Excel (Catalyst, Airtable, Metabase, Salesforce, a plus)

Note: The position is currently remote, with the possibility to transition to an office if employee density in your location allows.

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