Note The job is a remote job and is open to candidates in USA. Fourth is a global provider of end-to-end restaurant and hospitality management technology solutions. The Customer Success Manager for Emerging Accounts manages a high-volume portfolio of SMB and mid-tier customers, driving onboarding, adoption, customer health, and renewals through scalable playbooks, automation, and cross-functional collaboration. Responsibilities Own an assigned portfolio of ~50-75 larger Emerging/SMB accounts across the customer lifecycle — onboarding through renewal Collaborate with the Services team to monitor onboarding progress and ensure customers hit key adoption milestones and “time to first value” quickly Define the value moment for each account the specific business objective the customer is trying to achieve (e.g., reducing labor cost variance, improving payroll accuracy), and track usage/adoption data against progress toward that objective — not generic usage volume Conduct milestone check-ins, monitor usage/adoption data and early churn indicators, and intervene with supplemental guidance where accounts fall off track Respond to customer inquiries and support requests promptly, meeting SLA commitments in partnership with Support Identify and flag expansion opportunities and renewal risk to the CSM Manager or Sales/Account Management for commercial follow-through Own portfolio-level adoption and retention as operational inputs into the team’s GRR/NRR — the CSM executes against targets set by the CSM Manager, rather than setting them Adoption and usage milestones within assigned portfolio Early churn signal identification and resolution SLA adherence, responsiveness, and CSAT Identify trends in customer challenges and suggest improvements to process, FAQs, knowledge base content, and automation Use AI-enabled adoption and health-scoring tools as part of day-to-day portfolio monitoring to surface risk and expansion signal earlier and give feedback on where those tools help or fall short Maintain accurate, current records in Salesforce (primary CRM), and Zendesk/NetSuite as needed Work cross-functionally with Support, Product, and Sales; operate independently with minimal day-to-day supervision Skills 1–3 years of experience in customer success, account management, onboarding, or customer support (SaaS, HR, or payroll preferred) Experience supporting SMB customers or managing high-volume, transactional workloads Strong familiarity with SaaS onboarding workflows; able to explain technical features clearly and accessibly Proficiency in Salesforce; familiarity with Zendesk and NetSuite is a plus Comfortable using AI-enabled CS/adoption tooling (health scoring, workflow automation) as part of daily account management Exceptional written/verbal communication, active listening, and an empathetic, customer-first approach Proven ability to prioritize ruthlessly and manage time across a high volume of concurrent customer needs Data-driven mindset for interpreting usage and adoption metrics against each customer's stated objective; proactive about reducing early churn 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 Company Overview HotSchedules provides workforce, inventory, and operations management services to the restaurant and hospitality industry. It was founded in 1999, and is headquartered in Austin, Texas, USA, with a workforce of 501-1000 employees. Its website is https//