Otter - Customer Success Manager - Los Angeles at Otter

Los Angeles, California, United States

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Not SpecifiedCompensation

Mid-level (3 to 4 years)Experience Level

Full TimeJob Type

UnknownVisa

Restaurant Technology, Food DeliveryIndustries

Requirements

3-5+ years in a client-facing role such as Customer Success, Account Management, or Operations
Strong communication and presentation skills
Proven ability to manage multiple tasks and projects simultaneously
Strong analytical skills with the ability to interpret customer data and metrics to drive decision-making and strategy
Based in Downtown Los Angeles office 5 days a week

Responsibilities

Leverage tools, data, and insight to prove value, demonstrate deep product knowledge, and coach restaurants in improving business operations (Engagement & Retention)
Act as a strategic advisor to retain top customers, nurture long-term relationships, understand restaurant financials, and help solve toughest problems by linking products and services
Strategically upsell top-tier customers, ensure full product utilization, and help expand their business using data, product knowledge, and commercial acumen (Revenue Generation)
Quantify and translate customer feedback into product requests to evolve the product with customer needs (Product Evolution)
Systematically identify problems and opportunities; propose effective, data-driven solutions as an analytical and creative problem-solver
Handle customer escalations and exceptions that support and onboarding teams cannot resolve
Ensure happiness, profitability, retention, and expansion for qualifying operators post 60 days live or accounts expanding to another facility
Drive engagement, retention, and monetization of 100+ high-value customers (mid-market / enterprise)

Skills

Key technologies and capabilities for this role

Customer EngagementRetention StrategiesUpsellingCross-sellingData AnalysisProduct KnowledgeStrategic AdvisoryRevenue GenerationCustomer FeedbackEscalation ManagementProblem SolvingRestaurant Operations

Questions & Answers

Common questions about this position

Is this Customer Success Manager role remote or office-based?

This role is based in the Downtown Los Angeles office, with the company emphasizing in-person work for teams to foster innovation and collaboration.

What experience is required for the Customer Success Manager position?

Candidates need 3-5+ years in a client-facing role such as Customer Success, Account Management, or Operations.

What key skills are needed for this role?

The role requires strong communication and presentation skills, proven ability to manage multiple tasks and projects simultaneously, and strong analytical skills to interpret customer data and metrics for decision-making.

What is the company culture like at Otter?

Otter values in-person collaboration, believing people do their best work together in a marketplace of ideas and innovation, especially when constantly innovating and changing the restaurant industry.

What makes a strong candidate for this Customer Success Manager role?

A strong candidate has 3-5+ years in client-facing roles like Customer Success or Account Management, excels in communication, multitasking, and analytical data interpretation, and can drive customer engagement, retention, and revenue for high-value accounts.

Otter

Connects parents with vetted babysitters

About Otter

Otter connects parents with qualified babysitters through its online platform, focusing on the childcare industry. The service stands out due to its thorough vetting process for sitters, which includes skills tests, reference checks, and interviews, along with mandatory background checks for both parents and sitters to ensure safety. Parents can book a sitter on short notice, sometimes as little as two hours, making it a convenient option for last-minute childcare needs. The company earns revenue by charging a fee for each booking, which is shared with the sitters, providing them with a flexible income opportunity. With significant backing from prominent venture capital firms, Otter aims to address the demand for reliable childcare services while ensuring a safe environment for families.

San Francisco, CaliforniaHeadquarters

2020Year Founded

$30MTotal Funding

SERIES_ACompany Stage

Social Impact, Consumer GoodsIndustries

1-10Employees

Risks

Increased competition from new platforms offering similar services at lower fees.

Changes in local regulations could increase operational costs and complicate compliance.

Rising concerns about data privacy and security could decrease user trust.

Differentiation

Otter offers a rigorous vetting process for sitters, ensuring safety and reliability.

The platform allows parents to book childcare with as little as two hours' notice.

Otter connects parents with local stay-at-home parents, fostering community-based childcare.

Upsides

Increased demand for flexible childcare solutions due to remote work trends.

Growing interest in last-minute booking options for childcare services.

Venture capital interest indicates strong growth potential for tech-enabled childcare solutions.

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