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This is a transformational role. ChowNow is in an exciting phase of new product launches and an evolving go-to-market motion, and we're looking for a leader who can act as a change agent — building the playbooks, team structure, and operating cadence needed to scale a modern Account Management function. You'll bring the strategic vision to set the direction, the operational rigor to execute against it, and the leadership presence to bring the team and cross-functional partners along with you.
Reports to the Vice President of Sales and will oversee the Account Management (Restaurant Success) Team consisting of 2 managers and 9 individual contributors with a portfolio of 16K+ clients.
Responsibilities Include:
Owning gross and net revenue retention across ChowNow's restaurant base, building a predictable, forecastable retention and expansion engine that leadership can plan against.
Leading and developing a team of managers and individual contributors, building the coaching, capability, and structure needed to scale Account Management as ChowNow grows.
Building and operationalizing the renewal motion for annual contracts (proactive outreach, negotiation, uplift) and the retention motion for monthly customers (engagement, adoption, downgrade prevention).
Designing and deploying cross-sell and upsell plays mapped to ChowNow's product suite — including qualification criteria, talk tracks, and rep enablement to support expansion opportunities consistently.
Building and maintaining an account health framework that flags at-risk customers early, triggers consistent save motions, and reduces churn across both annual and monthly populations.
Driving measurable lifts in product adoption and value realization in partnership with Marketing, Product, and Lifecycle teams.
Running a weekly forecast cadence covering renewals, churn risk, and expansion pipeline; deliver against forecast with the discipline and accuracy leadership can rely on.
Surfacing the top systemic drivers of churn and downgrade to the executive team, with a prioritized cross-functional remediation roadmap spanning Product, Onboarding, Pricing, and Support.
Partnering closely with Sales, Marketing, Product, Finance, and Billing to align on customer lifecycle ownership, expansion handoffs, and retention strategy.
Delivering a comprehensive Account Management strategy — covering NRR, GRR, churn, expansion, and adoption — with quarterly targets and the operating plan to hit them.
You Should Apply If You Have:
8+ years in Account Management, Customer Success, or post-sale revenue, with 4+ years directly managing teams; experience managing managers strongly preferred.
Proven ownership of NRR and GRR in a SaaS or subscription business, with direct accountability for both assisting with expansion (cross-sell/upsell) and churn reduction.
Experience running renewal motions across multiple contract types — annual (negotiation, uplift, multi-touch cycles) and monthly (retention, engagement, downgrade prevention).
A track record of building account health scoring, early warning systems, and save playbooks that produced measurable churn reduction.
Strong forecasting discipline; you can build a renewal and expansion forecast leadership can plan against and deliver against it consistently.
Demonstrated success driving product adoption and value realization at scale, in partnership with Marketing, Product, and Lifecycle teams.
Data-fluency expertise in retention metrics (NRR, GRR, logo/dollar churn, expansion ARR, adoption, health scoring) and able to translate them into action.
Strong cross-functional leadership, especially with Sales, Marketing, Product, Finance, and Billing.
Excellent executive presence; able to present strategy, forecasts, and results clearly to senior leadership.
A customer-obsessed with a hospitality mindset, balanced with the commercial discipline to drive predictable revenue outcomes.
Restaurant industry, restaurant technology or related experience
Strong proficiency in Salesforce, a CS or AM platform (Gainsight, Catalyst, ChurnZero, or similar), Google Workspace, and MS Office.
About Our Benefits:
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Revenue Enablement Program Manager, Client Experience (CX)
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The Revenue Enablement Program Manager, CX is responsible for driving the strategy, development, and execution of enablement programs that improve the performance of Account Managers and Customer Support teams. This role operates as a strategic business partner to Customer Experience leadership, ensuring teams are equipped with the knowledge, tools, and skills needed to deliver exceptional customer outcomes, drive retention, reduce churn and increase customer lifetime value.
This individual will own end-to-end program execution—from needs assessment through rollout and measurement—while building scalable systems that support onboarding, product adoption, and ongoing skill development. This is a highly cross-functional, high-visibility role for someone who thrives in fast-moving environments, knows how to influence senior stakeholders, and can connect enablement efforts directly to business outcomes.
Responsibilities Include:
Within 30 days you'll...
Within 60 days you'll...
Within 90 days you'll...
You Should Apply If You Have:
About Our Benefits:
Ready to apply?
Apply to Chownow
ChowNow is one of the leading players in off-premise restaurant technology. As takeout becomes a vital revenue stream for independent restaurants, our platform helps owners focus on what they do best—serving great food—by offering solutions across the entire digital dining experience. From building branded websites and mobile apps, to powering online orders, managing menus, consolidating delivery, and running targeted marketing, we give restaurants the tools to grow on their own terms.
We support over 20,000 restaurants across North America, helping process $1B+ in gross food sales while saving our partners over $700M in third-party commission fees. Through our white-label ordering solutions, a growing demand network (including Google, Yelp, Apple, and Snap), and a diner-friendly marketplace, we empower independent restaurants to own their customer relationships and avoid inflated pricing and fees charged by 3rd party delivery apps like Uber and Doordash.
Founded in 2012, we’ve navigated rapid growth and transformation—from startup roots through the pandemic boom—and are now beginning an exciting new era under our CEO, Kanika Soni. As we evolve with new leadership and cutting-edge tools, we’re deepening our commitment to helping local restaurants thrive in the digital economy.
As our Paralegal, you will be specifically responsible for research and document preparation for legal transactions and proceedings. You will also be dedicated to contract and internal process management. While partnering with various internal teams, you own the management of the expanding legal tool set, acting as a first level filter for legal issues, and providing legislation/compliance research and monitoring.
Reports to the VP of Legal Affairs; no direct reports
RESPONSIBILITIES INCLUDE:
Contract Lifecycle Management
Manage all contract requests via Ramp and IronClad—facilitate intake, maintain repository, and train stakeholders
Communicate with stakeholders throughout the process; track key dates, expirations, and renewals
Ensure data quality, responsiveness, and generate reports as needed
Legal Research & Document Support
Research legal issues (e.g., data privacy, marketplace facilitator regulations) and summarize findings for attorney review
Manage and update contract templates; conduct first-level review of modification requests
Review and process all NDAs (internal and external) for attorney sign-off
Compliance & Risk
Track SOPs, licenses, and permits; ensure timely company responses and renewals
Escalate any non-compliant practices to appropriate stakeholders
Administration & Cross-Functional Support
Serve as first filter for employee legal inquiries via Slack/email; escalate to attorney as needed
Assist with policy research and creation
Draft weekly 1:1 agendas and provide timely status updates
Coordinate meetings, assist with departmental agendas, and fulfill monthly privacy requests
WITHIN 30 DAYS YOU WILL:
WITHIN 60 DAYS YOU WILL:
WITHIN 90 DAYS YOU WILL:
YOU SHOULD APPLY IF:
You have at least 2-3 years of experience as a paralegal (or equivalent role) either at a private practice law firm or in-house
You have experience with legal tech tools and CLM tools (ie. IronClad, LinkSquares, Conga, ContractSafe, Agiloft, DocuSign) and procurement (Ramp is a plus)
You have knowledge of legal principles and processes
You have experience with legal and compliance monitoring
You have drafting and reviewing skills (e.g. licenses, NDA’s, etc).
You are a collaborative team player with great communication skills, and an empathetic approach.
You have a data-driven approach to process improvement
You have an ability to work independently and produce consistent high-quality deliverables in a timely manner
You are a dynamic, curious, organized and adaptable individual, with thirst for experimentation and continuous improvement
ABOUT OUR BENEFITS:
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