Customer Commercial Manager

The Customer Commercial Manager acts as the customer-success-side sales rep for Independent, SMB, and edge-case Emerging accounts. The role owns and closes upsell opportunities directly for all Independent + SMB accounts that fall below the qualifying ARR threshold, applying inside sales discipline to open, qualify, and close deals rather than simply receiving pre-qualified handoffs. Opportunities that meet or exceed the ARR threshold, or that trigger a formal RFP, are escalated to the Sales/Account Executive team. Emerging-segment opportunities are only engaged when specifically directed by CS Leadership. Cross-sell, New Restaurant Opening, and new customer opportunities fall outside this role and are managed elsewhere. The role also owns Fourth's EMEA P2P supplier account management — trading relationships, onboarding, and revenue opportunities across the supplier base — consolidating commercial ownership of both customer-side opportunities and supplier-side trading relationships in a single function.

Responsibilities

Own and close all Independent account opportunities directly, regardless of value, as Fourth's Customer Adoption commercial rep; Own and close SMB opportunities that fall below the qualifying ARR threshold (~10% of current software ARR, per the FY26 EMEA Rules of Engagement) or that haven't triggered a formal RFP; escalate SMB opportunities that meet or exceed the threshold, or trigger an RFP, to the Sales/Account Executive team; Engage with Emerging-segment opportunities only when specifically directed by CS Leadership, applying the same threshold-based escalation logic; cross-sell, New Restaurant Opening, new customer, read-only portal, eClock-only, and standalone Managed Services opportunities sit outside this role's scope throughout; Stay on the opportunity team when escalating a deal to Sales, in line with Fourth's Salesforce tracking practice, to retain appropriate credit and visibility on key milestones; Conduct solution discovery and tailored demonstrations where needed, articulating clear value propositions to secure customer commitment; Maintain accurate, up-to-date opportunity data in Salesforce — correct Opp.Type classification, stage, close date, activities, and notes — and meet or exceed assigned revenue and quota targets; Work with suppliers to generate qualified opportunities for new supplier trading relationships, advising on Fourth's P2P integration methods and trading agreement options; Manage existing Enterprise supplier trading agreements to prevent attrition, planning and attending regular meetings with managed accounts; Support Marketing and Sales by identifying supplier trends and buying-power opportunities across the customer base; Implement and maintain tangible measures of supplier satisfaction, gathering feedback and improving processes where needed; Maintain Salesforce as the single source of truth for opportunity activity, SOWs, and time-tracking compliance; Provide accurate, timely sales forecasts and pipeline updates to Customer Adoption and Commercial leadership; Partner with Independent, SMB, and Emerging CSMs on opportunity identification and qualification, and with CS Leadership on scope for Emerging edge cases; Align with Sales leadership on consistent application of Rules of Engagement thresholds when escalating qualifying opportunities; Work with Technical Consulting to hand off closed supplier opportunities for onboarding and contracting; Collaborate with CS leadership and Sales on complex commercial situations and pricing exceptions

Requirements

Proven inside sales or commercial account management experience, ideally within SaaS or technology; Comfortable owning the full deal lifecycle for a high-volume Independent and SMB portfolio — from qualification through to close — rather than cold outbound prospecting; Confident closer — able to run discovery, present value propositions, and negotiate commercial terms; Strong Salesforce discipline — accurate opportunity, forecast, and pipeline management; Commercially minded, with an aptitude for identifying revenue opportunities within existing accounts and supplier relationships; Excellent written and verbal communication skills

Nice to have

Experience managing supplier, vendor, or partner trading relationships, ideally involving EDI or P2P integrations; Background in hospitality, workforce management, or HCM technology; Experience carrying a quota or commission-based target in a customer success or account management adjacent role; Familiarity with structured deal qualification frameworks between CS and Sales (e.g. ARR-threshold or RFP-based Rules of Engagement); MEDDIC Methodology; Salesforce & Gong Experience

Benefits

25 basic holidays with option to grow up to 30 with service + birthday off + bank holidays; Flexible working hours and hybrid working environments; Wellness activities and pampering; gym subscription discounts; Laptop and equipment; Healthcare expense claim tools; Certifications for growth; Annual meet ups; Enhanced parenting scheme; Cycle to work scheme and season ticket loan; Pension and life insurance options; On demand pay tools to access salary before end of month