Senior Enterprise Customer Success Manager, Otter - Los Angeles at Otter

Los Angeles, California, United States

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Not SpecifiedCompensation

Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Food & Beverage, Restaurant Technology, Online Food DeliveryIndustries

Requirements

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
Based in Los Angeles office (onsite 5 days a week)

Responsibilities

Lead a portfolio of global enterprise accounts, driving real business outcomes through strategic partnership, data-driven insights, and deep product knowledge
Own the full customer lifecycle across a portfolio of large enterprise accounts — focused on retention, expansion, and profitability
Act as a long-term, trusted advisor to top customers, identifying new opportunities to grow the relationship over time
Leverage knowledge of food & beverage, online delivery, or restaurant-tech to offer credible, relevant insights and solutions
Use data, product expertise, and business acumen to drive upsell and cross-sell opportunities with charisma and clarity
Understand restaurant operations and financials to help solve complex business challenges and deliver tangible value
Track performance metrics, guide product improvements, and serve as a product expert on key sales and strategy calls
Develop strong, authentic relationships with stakeholders, effectively de-escalate tough issues, and negotiate to positive outcomes

Skills

Key technologies and capabilities for this role

Customer Success ManagementAccount ManagementRevenue RetentionCustomer ExpansionStrategic PartnershipsData-Driven InsightsProduct ExpertiseUpsellCross-SellRestaurant OperationsFinancial AcumenStakeholder ManagementNegotiationPerformance MetricsIndustry Expertise

Questions & Answers

Common questions about this position

What experience is required for the Senior Enterprise Customer Success Manager role?

Candidates need 5+ years of experience in Customer Success, Enterprise Account Management, or Strategic Consulting, along with proven success managing complex, high-value enterprise relationships.

What key skills are needed for this position?

The role requires a strong understanding of restaurant operations, hospitality tech, or food delivery ecosystems, exceptional communication and stakeholder management skills, and a data-driven mindset to translate metrics into business impact.

What is the company culture like at Otter?

Otter offers a collaborative, fast-paced team environment with high impact and ownership in a strategic, customer-facing role.

What is the location or remote policy for this job?

This information is not specified in the job description.

What is the salary or compensation for this role?

This information is not specified in the job description.

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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