Enterprise Customer Success Manager - Los Angeles, CA

In the past, to be a successful restaurateur, you simply had to have a passion for food and a passion for people - but to succeed as a digital restaurateur you also need to have a passion for technology. We believe in the joy of serving others, and that's why we created Otter – to help restaurateurs succeed in online food delivery. Restaurants around the world, both large and small, including Chick-fil-A, Ben & Jerry’s, KFC, and Eataly trust our software to power their delivery business. We increase sales, reduce order issues, and decrease delivery headaches.

As a Enterprise Customer Success Manager, you’ll lead a portfolio of global enterprise accounts, driving real business outcomes through strategic partnership, data-driven insights, and deep product knowledge. You'll act as a trusted advisor, helping our most important customers thrive in the ever-evolving world of online ordering and restaurant tech.

• →Drive Revenue & Retention: Own the full customer lifecycle across a portfolio of large enterprise accounts — focused on retention, expansion, and profitability.
• →Strategic Partnership: Act as a long-term, trusted advisor to our top customers, identifying new opportunities to grow the relationship over time.
• →Industry Expertise: Leverage your knowledge of food & beverage, online delivery, or restaurant-tech to offer credible, relevant insights and solutions.
• →Commercial Impact: Use data, product expertise, and business acumen to drive upsell and cross-sell opportunities with charisma and clarity.
• →Problem Solving: Understand restaurant operations and financials to help solve complex business challenges and deliver tangible value.
• →Customer Advocacy: Track performance metrics, guide product improvements, and serve as a product expert on key sales and strategy calls.
• →Relationship Management: Develop strong, authentic relationships with stakeholders, effectively de-escalate tough issues, and negotiate to positive outcomes.
  
  

• 5+ years of experience in Customer Success, Enterprise Account Management, or Strategic Consulting.
• Proven success managing complex, high-value customer relationships at the enterprise level.
• Strong understanding of restaurant operations, hospitality tech, or food delivery ecosystems.
• Exceptional communication, stakeholder management, and relationship-building skills.
• Data-driven mindset with the ability to translate metrics into business impact.
• Experience navigating product conversations and influencing cross-functional teams.
  
  

This role is based in our Los Angeles office location. As a company driven by innovation and continuous change, close collaboration is essential. We’re constantly reimagining our industry, creating new products, and refining our processes, and we do our best work together. That’s why all of our office-based teams work onsite, five days a week. 

The base salary range for this role is $80,000 - $95,000 per year.

Actual compensation will be determined on an individual basis and may vary depending on experience, skills, and qualifications.

Base salary is just one part of your total rewards package. You may also be eligible for equity awards and an annual performance-based bonus.

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