Senior Customer Success Manager, PAR Punchh Loyalty

For over four decades, PAR Technology Corporation (NYSE: PAR) has been a leader in restaurant technology, empowering brands worldwide to create lasting connections with their guests. Our innovative solutions and commitment to excellence provide comprehensive software and hardware that enable seamless experiences and drive growth for over 100,000 restaurants in more than 110 countries. Embracing our "Better Together" ethos, we offer Unified Customer Experience solutions, combining point-of-sale, digital ordering, loyalty and back-office software solutions as well as industry-leading hardware and drive-thru offerings. To learn more, visit partech.com or connect with us on LinkedIn, X (formerly Twitter), Facebook, and Instagram.

Position Description: 

As a Senior Customer Success Manager for PAR Punchh Loyalty, you’ll own relationships with some of PAR’s largest and most strategic enterprise restaurant customers.

This isn’t a reactive Customer Success role. You’ll think ahead, understand what matters most to your customers, and bring the right people across PAR together to move the partnership forward. You’ll build executive relationships, develop account strategies, navigate complex challenges, identify growth opportunities, and ensure customers see measurable value from their partnership with PAR.

You’ll have meaningful ownership of your portfolio while partnering closely with Sales, Support, Professional Services, Product, and Engineering. The environment is evolving, so we’re looking for someone who is comfortable taking ownership, solving problems, and navigating ambiguity

Position Location:

Remote - New York, Texas, Pennsylvania, Florida, North Carolina, Minnesota, Colorado, Georgia, Illinois

Reports To:

Senior Manager, Enterprise Customer Success

What We’re Looking For:

Requirements:

• 4+ years in Customer Success, Account Management, or a similar customer-facing role within SaaS or enterprise software.

• Experience in restaurant technology strongly preferred, with relevant retail or hospitality technology backgrounds also considered.

• A track record of owning complex, strategic enterprise relationships with multiple stakeholders.

• Experience building relationships with executive-level customers and leading meaningful business reviews.

• The ability to understand customer goals and translate them into strategic account plans that drive value, retention, and growth.

• Enough technical fluency to confidently discuss restaurant technology. You don't need to be the technical solution architect.

• Strong ownership, problem-solving, communication, and cross-functional collaboration skills.

• Comfort operating in an evolving environment where the path forward isn't always perfectly defined.

Unleash your potential: What you will be doing and owning:

• Be the strategic partner for a portfolio of large restaurant customers across the customer lifecycle.

• Build account plans around customer goals, priorities, and blockers, then mobilize the right teams across PAR to make progress.

• Lead Quarterly and Executive Business Reviews with senior stakeholders across Operations, IT, and Finance.

• Track customer health, adoption, and usage to identify opportunities and address risk before it becomes a renewal issue.

• Navigate complex customer challenges by bringing together the right partners across Support, Professional Services, Product, and Engineering.

• Identify expansion opportunities across locations, modules, and products in partnership with Sales and Account Management.

• Own renewal forecasting, account health, and stakeholder mapping.

• Become a trusted expert in PAR’s POS and back-office solutions and the restaurant operations they support.

• Bring the voice of the customer back into PAR, providing thoughtful feedback that helps the broader organization improve.

Interview Process:

• Interview #1: Video interview with Talent Acquisition Team

• Interview #2: Video interview with the Hiring Manager (via MS Teams)

• Interview #3: Video interview with a Peer (via MS Teams)

• Interview #4: Video interview with Customer Experience Leadership (via MS Teams)

PAR is proud to provide equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. We also provide reasonable accommodations to individuals with disabilities in accordance with applicable laws. If you require reasonable accommodation to complete a job application, pre-employment testing, a job interview or to otherwise participate in the hiring process, or for your role at PAR, please contact [email protected]. If you’d like more information about your EEO rights as an applicant, please visit the US Department of Labor's website.