Head of Customer Operations, Strategic Enterprise

Responsibilities: Lead and develop a team of Customer Success Managers to monitor merchant health, drive product adoption, and ensure retention and expansion. Co-own relationships with major restaurant brands and execute growth strategies to meet targets. Identify upsell/cross-sell opportunities, expand product adoption, and articulate value of new products. Analyze performance metrics and present data-driven recommendations to optimize partner performance. Navigate complex partner conversations with strong problem-solving and critical thinking. Build and maintain relationships with senior internal and external stakeholders. Balance high-level strategy with meticulous execution and look for ways to add value to partnerships. Collaborate with cross-functional teams (Product, Marketing, Operations, Legal, Finance) and be the customer voice in internal processes.

Key requirements: 8+ years of relevant experience in strategic sales or account management with Enterprise clients (tech, SaaS, advertising or retail media preferred). Bachelor's degree in Economics, Finance, Business Administration, or related field. Excellent communication and interpersonal skills for collaborating with stakeholders. Creative thinker with passion for problem-solving and innovation. Ability to thrive in a fast-paced, evolving environment with a proactive, results-driven mindset. Proven track record of driving revenue growth and achieving targets. Basic proficiency in SQL with ability to adjust/refine queries. excellent listening and relationship-building abilities strong negotiation and stakeholder influence data-driven decision mindset SQL Salesforce (CRM) Microsoft Excel