Customer Success Manager

Position Overview

Restaurant365 is a SaaS company revolutionizing the restaurant industry with its cloud-based platform for accounting and back-office operations. We foster a culture of empowerment, skill development, and continuous improvement, aiming to be "Best in Class."

The Customer Success Manager (CSM) is responsible for building strong relationships with our customers, ensuring they maximize their lifetime value with our software. This role requires excellent relationship-building skills, deep product knowledge, and business acumen to help restaurateurs navigate their daily challenges. Reporting to the Manager, Customer Success, the CSM will collaborate cross-departmentally to resolve customer issues and focus on customer retention. The primary goal is to drive product adoption, retention, and growth post-onboarding by creating success plans and delivering effective solutions. The CSM will also track and drive customer health, Net Promoter Scores (NPS), and new feature adoption through proactive and reactive customer engagement.

Responsibilities

• Develop long-term customer relationships to ensure high retention and customer satisfaction.
• Ensure customers achieve success with the product post-launch.
• Manage the overall customer experience and set appropriate expectations.
• Track and drive customer health metrics and Net Promoter Scores (NPS).
• Create playbooks and present calls to action.
• Achieve assigned targets for customer Key Performance Indicators (KPIs).
• Continuously improve the customer experience by proposing new processes and concepts.
• Participate in user groups and client-facing webinars.
• Handle product or full software attrition to identify save opportunities.
• Identify and pass leads to the Sales Growth team.
• Perform other duties as assigned.

Requirements

• Previous experience with the R365 platform.
• 3 to 5 years of experience in accounting and/or the restaurant industry.
• 5+ years of experience in a customer-facing role.
• Ability to travel up to 10%.
• Proficiency in Microsoft Office Suite (Outlook, Excel, Word, PowerPoint).
• Collaborative and flexible working style.
• Ability to teach and coach effectively.
• Efficient and timely in meeting deadlines and deliverables.
• Strong organization and time-management skills.
• Ability to work independently without supervision.
• Strong technical aptitude with experience communicating across multiple platforms.

Preferred Qualifications

• Previous experience with Gainsight or other customer success management platforms.
• Previous experience with project management software.

Compensation & Benefits

• Salary Range: $70,000 - $98,500 per year.
  • Note: The actual salary may vary based on factors such as relevant skills, experience, time in the role, business line, and geographic location.
• Employment Type: Full Time
• Location Type: (Information not specified)
• Benefits:
  • Comprehensive medical benefits (100% paid for employee).
  • 401k with matching contributions.
  • Equity Option Grant.
  • Unlimited Paid Time Off (PTO) + Company holidays.
  • Wellness initiatives.

Company Information

DYN365, Inc d/b/a Restaurant365 is an equal opportunity employer.

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