Senior Manager, Inside Sales

About Us Odeko is the all-in-one operations and technology partner to more than 20,000 independent coffee shops, cafes and other food establishments. Through the Odeko web portal and mobile app, customers can purchase supplies from hundreds of national and local brands, track ordering trends, finance equipment, and access insurance. Customers that use Odeko can increase their revenue, reduce their environmental footprint, and save significantly on their cost of goods and time spent on vendor management. Odeko is on a mission to continuously develop technology to champion your neighborhood cafes, coffee shops, and other independent F&B establishments. Local coffee shops and cafes are the backbone of any given community, and we’re here to help manage the day-to-day tasks with a platform so intuitive, it’s kinda like magic. The Odeko team is diverse, passionate, and innovative. Our 400+ employees are spread across numerous departments and business lines, but are single-minded in our mission to develop technology to support the many needs of our customers. We believe that small businesses need support now more than ever, and that Odeko is uniquely positioned to provide that support. This is a new, foundational role on the Revenue team. The Senior Manager, Inside Sales will own a large, multi-market portfolio of smaller-revenue, single-location accounts — customers who don’t currently warrant a dedicated field relationship, but whose retention, growth, and category adoption still matter significantly to Odeko’s business. This person is accountable for keeping those customers engaged, growing, and clear on why they chose Odeko in the first place, entirely through remote, scalable, market-aware communication — not in-person visits. This role is not about saying yes to every customer request. It's about building real customer intimacy at scale: knowing which accounts and moments deserve investment, running a proactive (not reactive) selling motion, and using judgment about what's right for the account and for Odeko's margin. Because the portfolio spans many warehouse markets with meaningfully different customer profiles and buying patterns, a single national playbook won't work — this role will need to build and adapt market-specific strategies rather than a one-size-fits-all program. This is a build role first: you'll stand up the segmentation, cadence, tooling, and playbooks for this function as an individual contributor, with the expectation that it grows into a managed team as the model proves out. You will report directly to the Chief Revenue Officer while this function is being established. Key Responsibilities • Own end-to-end retention and growth accountability for a large, multi-market portfolio of single-location accounts — without in-person coverage. • Design and run market-specific communication and engagement strategies, recognizing that the right cadence, channel, and message vary meaningfully by warehouse market. • Continuously segment the portfolio to concentrate time and program investment on the accounts and moments with the clearest ROI, rather than treating every account identically. • Build and execute proactive selling motions — category expansion, cross-sell, adoption campaigns — distinct from reactive order-taking or default agreement to every customer ask. • Surface recurring market-level needs, objections, and competitive signals to Market Operations and Marketing so upstream teams can act on patterns, not just individual cases. • Partner with Marketing Communications to build always-on and campaign-based touchpoints (email, in-app, SMS) that reinforce the value Odeko delivers and why customers chose us. • Partner with Market Operations and in-field Market Managers to keep account ownership clean as customers move between this portfolio and field coverage, and to escalate cases the segmentation model misses. • Build the operating cadence, tooling, and reporting infrastructure for this function from the ground up. • Represent the voice of this account segment in cross-functional planning, including pricing, category strategy, and product/app roadmap discussions. What Success Looks Like Performance in this role will be measured through: • Net Promoter Score (NPS) across the portfolio • Revenue growth within the portfolio • Margin retention within the portfolio • Account retention (both logo- and location-level) • Category growth / basket expansion across the portfolio Key Partners • Market Operations • In-field Market Managers and Regional Sales leadership • Marketing Communications What We're Looking For • 7+ years leading account management, customer success, or inside sales functions for a large, distributed account base — backgrounds in distribution, foodservice, CPG, or subscription/tech-enabled services are all relevant. • Experience building segmentation frameworks to prioritize a large book of accounts (thousands, not dozens), rather than managing every account the same way. • Comfortable operating as an individual contributor and builder in this phase, with the track record and ambition to grow the function into a managed team. • Strong written and remote communication skills — this role runs almost entirely through async, digital, and phone/video channels. • Experience partnering cross-functionally with marketing and field/operations teams, including surfacing insights that change upstream decisions rather than simply executing requests. • A consultative, trusted-advisor mindset — comfortable pushing back on a customer request when it isn't right for account health or margin, rather than defaulting to yes. • Fluency with CRM tools (HubSpot or similar) and comfort working with dashboards and data (Looker or similar) to segment and prioritize a portfolio. Nice to Have • Experience in coffee, beverage, or independent/small-business retail distribution. • Experience standing up a new function or team from zero. What you’ll love about Odeko: • Fast-paced environment and growth opportunities - plenty of room for you to directly impact the company and enhance your career! • Competitive compensation, healthcare benefits, and opportunity for equity • Other great perks - Full lists of benefits available upon request Odeko is proud to be a diverse, equitable, and inclusive employer. We encourage all to apply regardless of educational background, race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender, gender identity or expression, or veteran status.