Thanx

Customer Success Manager

• Manage all aspects of the Customer Success cycle for key accounts from onboarding, to launch/implementation and strategic ongoing account management.
• Work directly with our largest Thanx customers to ensure they are successful and grow their business using Thanx tools.
• Customer stakeholder management, timely and helpful customer strategy, as well as in-depth presentations on Thanx program insights.
• Manage your book of business to ensure adoption and strong customer health in line with company gross-and-net retention revenue goals.
• Develop success plans to ensure customer’s goals are achieved through their use of Thanx.
• Build strong, long-lasting relationships and become a trusted advisor with key stakeholders and executive sponsors across your customers’ organizations.
• Analyze customer data and make recommendations to customers to drive ROI on Thanx.
• Become an expert on the Thanx platform to provide technical and business solutions, continuously optimizing and improving customers adoption and performance.
• Collaborate with Sales, Onboarding, Product and Engineering to deliver quality outcomes to customers.

Customer Support

• Answer consumer support tickets that come through our Customer Service tool, Zendesk
• Tag tickets for tracking, research customer issues, and report any bugs or issues uncovered
• Handle tickets escalated from Tier 1
• Research support issues and escalate when there are indications of larger issues
• Provide detailed background information when reporting a bug or issue
• Maintain courteous and articulate communication and bring a positive and helpful face to the brand
• Day-to-day responsibilities overseen by Director of Merchant Operations and Support
• Work 40 hours per week (5 days, 8 hours each day)
• Contract-to-hire remote position

Consumer Support Specialist

Product Manager

• Contribute to product strategy and roadmap development for key platform capabilities, working closely with engineering and design teams to deliver customer-centric solutions.
• Lead cross-functional product development from ideation through launch, writing detailed PRDs and user stories that translate customer needs into technical requirements.
• Partner with customer success, sales, and marketing teams to gather customer feedback and market insights that inform product decisions and positioning.
• Leverage emerging AI technology to dramatically improve the efficiency and effectiveness of the product manager role in partnership with the rest of the product team.
• Weave AI throughout the Thanx platform enriching the experience of our customers and their consumers in ways that drive meaningful business outcomes for restaurants.
• Drive integration partnerships with POS systems, ordering platforms, CRM and marketing platforms, and other restaurant technology providers to expand platform capabilities and market reach.
• Analyze product performance using data analytics tools, defining KPIs and conducting A/B tests to optimize user engagement and business outcomes.
• Collaborate with data teams to leverage our proprietary credit card tokenization technology and purchase data for enhanced personalization and targeting features.

Customer Success Manager

Consumer Support Specialist

Senior Product Manager