Manager, TW Enterprise Customer Success Team

About inline

inline is a software startup focused on maximizing restaurant efficiency managing tables and reservations. We have thousands of restaurants including leading chain brands, Michelin-starred restaurants, shopping malls, and busy brick-and-mortar restaurants. We also partner with food-tech platforms, social apps, and various media services to grow the exposure and business for inline restaurant customers. Our team is launching and exploring more global opportunities in key cities, including Tokyo, Osaka, Hong Kong, Taiwan, Kuala Lumpur, Vancouver, Melbourne, Sydney and the cities in the US. For people with solid professional skills and talent, who are highly motivated to expand their career and learn in a fast, flexible environment, we have several opportunities to build the business with our team and write the legend inline for the next thousand partners at a rapid pace.

The Role

At Inline, the Manager of Enterprise Customer Success Team plays a critical role in driving strategic account and enterprise customer success management. This position ensures that the team establishes long-term, deep partnerships with large enterprise clients to enhance customer satisfaction, improve retention rates, and drive sustainable business growth. Beyond leading the strategic direction for enterprise customer success and aligning it with business objectives, this role also integrates customers’ long-term development with Inline’s business expansion to create mutually beneficial outcomes.

To succeed at Inline, you must possess exceptional strategic planning skills, sales adaptability, industry knowledge, market trend awareness, and strong communication and decision-making abilities with both internal and external stakeholders. You should be able to demonstrate strong leadership in a fast-paced, evolving environment. This role requires close collaboration with multiple departments, including Sales, Account Operations, Product, Engineering, Marketing, Revenue, and Finance, ensuring that enterprise customer needs are effectively communicated internally. Additionally, the role is responsible for managing expectations and requirements between customers and internal teams, coordinating resources, and delivering the best possible solutions.

Key Responsibilities

Enhancing Customer Satisfaction, Driving Renewals & Expansion

• Develop strategies to improve customer satisfaction and loyalty, ensuring high renewal rates and long-term partnerships.
• Identify upsell, cross-sell, and expansion opportunities to drive business growth.

Customer Strategy Planning & Risk Management

• Design quarterly and annual strategies tailored to each customer, aligning with their business goals to achieve mutual success.
• Proactively identify risks and challenges that may impact enterprise customer relationships and implement mitigation strategies to reduce churn.

Building Long-Term Relationships Across Departments (External)

• Establish and maintain strong relationships with key decision-makers and stakeholders, gaining deep insights into their business needs, goals, and challenges.
• Lead regular customer visits, conduct QBRs and product presentations to strengthen collaboration and engagement.

Internal Cross-Functional Collaboration & Issue Resolution

• Work closely with Sales, Operations, Product, Engineering, Marketing, and Revenue teams to ensure effective communication and execution of customer needs.
• Quickly mobilize internal resources to resolve major issues or operational challenges, ensuring business continuity for customers.
• Gather customer feedback and collaborate with Product & Engineering teams to drive product enhancements and innovations, aligning with customer needs.

Performance Tracking & Optimization

• Monitor customer health metrics, renewal rates, and usage behavior to identify risks and opportunities proactively.
• Track revenue contribution, billing status, and profitability to ensure sustainable business growth.

Team Recruitment & Management

• Recruit, train, and manage team members, while planning workforce needs and budget allocation.
• Ensure team objectives are aligned with company strategy and business goals.

Preferred Experience & Personal Traits：

• At least 8 years of relevant work experience, with a background in managing large-scale or enterprise clients in CSM, AM, or Sales roles, or substantial tenure in a CSM or AM position.
• Minimum 2-3 years of experience leading CSM or AM teams, with proven expertise in strategic planning and goal setting for CSM teams, as well as the ability to translate business needs into strategies, tactical execution, and process improvements.
• Familiarity or strong passion for the F&B industry, with solid industry knowledge, commercial acumen, and market analysis skills.
• Proficiency in Google Sheets and hands-on experience with Salesforce CRM or similar systems.
• Strong communication and stakeholder management skills, capable of balancing customer and internal expectations while effectively prioritizing under pressure.
• Innovative mindset and problem-solving abilities, with the agility to adapt and respond in a fast-changing market environment.

There will be a total of three interview rounds, all conducted face-to-face.