Enterprise Account Partner

Position Overview

Own the full Executive Account Partner mandate independently across a $9–12M ARR book of enterprise restaurant and hospitality accounts as the primary product-facing partner. You resolve novel, cross-product problems without routine escalation and deliver the role at full strategic depth. This is the core operating level of the EAP model.

Primary Responsibilities

• Establish and maintain executive-level (VP / C-suite) relationships as the trusted senior point of contact across your portfolio.
• Own account strategy and move each account's adoption maturity and roadmap alignment forward over time.
• Leveling — three-dimensional capability framing (product knowledge, executive presence, adoption and ROI ownership), with the "capability, not tenure" statement.
• Estate management — adoption monitoring across every location, identifying underperforming units, targeted gap/closure plans, with the revenue-leakage-compounds framing intact.
• Escalation ownership accountable for the customer relationship, owning communication through every escalation; Support and Professional Services own the fix.
• Conduct frequent Executive Business Reviews, often to a C-level audience, translating product usage into measurable business outcomes — labor cost, compliance, scheduling efficiency, turnover.
• Responsible for Gross Revenue Retention (GRR) across your portfolio, partnering with the commercial team on contract execution, signings, and renewals. GRR is a key metric this role is evaluated on.
• Proactively identify expansion opportunities and collaborate on recommended strategy; Commercial Team owns the resulting pipeline and revenue.
• Lead recovery strategy on at-risk relationships.
• Drive product adoption and articulate value in the customer's operational terms, engaging Manager and Director-level operations stakeholders.
• Independently diagnose novel, cross-product adoption and configuration problems across HotSchedules and MacromatiX; channel enhancement opportunities to Product.
• Confidently recognize suboptimal integration and data-flow setups (FTP vs. API, HS/MX to iQ) and identify the better path, engaging specialists where design or build work is required.
• Understand the operational and financial implications of feature adoption — what it means to implement a capability, and equally what it means not to.
• Use AI tools — including Claude — to streamline your workflows, accelerate account research, and speak credibly to how AI capabilities within Fourth's platform create value for customers.
• Orchestrate concurrent customer workstreams (product/feature rollout, adoption strategy, integration architecture) keeping the customer's operational goals aligned to Fourth's roadmap.
• Own the account across the full customer lifecycle — active engagement during implementation, not a handoff and a check-in.
• Partner with Professional Services on implementations and at-risk delivery — you are the business-level continuity when delivery gets complicated.
• Collaborate with Support to ensure escalations are resolved with urgency and that patterns in a client's ticket volume inform their adoption plan.
• Serve as the voice of the customer into Fourth's Product and leadership teams, feeding product gaps, adoption blockers, and competitive intelligence through defined cadences.
• Maintain in-person executive presence through regular onsite customer visits (~25% travel), with cadence guided by account size and strategic priority.

Key Skills and Competencies

• 5+ years in customer success, account management, or a related client-facing role in SaaS; enterprise restaurant or hospitality industry experience strongly preferred.
• Proven independent ownership of enterprise accounts with a track record of driving retention and expansion outcomes.
• Established credibility engaging C-level executives on strategic value; operating fluency in the customer's business.
• Advanced product depth across workforce management, scheduling, or inventory management platforms with strong troubleshooting instinct.
• Experience working cross-functionally across Sales, Product, Support, and Professional Services.
• Proficiency using AI tools to accelerate workflows; comfort speaking to AI-powered product capabilities with enterprise customers.
• Experience with Salesforce, Microsoft 365, and API-based integration concepts.

Measures of Success

• Portfolio adoption maturity and business-review outcomes that hold up at the executive level.
• Net revenue retention outcomes — retention rate, expansion revenue, and quality of commercial-team partnership.
• Demonstrated proficiency across the role's core competency areas, particularly executive presence and strategic account progression.

Environmental and Physical Demands

~25% domestic travel to customer locations. Cadence guided by account size and strategic priority.

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