Customer Success Manager

Salary: $70,000 - $98,500 a year

Location Type: [Not Specified]

Employment Type: Full Time

Position Overview

Restaurant365 is a SaaS company disrupting the restaurant industry! Our cloud-based platform provides a unique, centralized solution for accounting and back-office operations for restaurants. Restaurant365’s culture is focused on empowering team members to produce top-notch results while elevating their skills. We’re constantly evolving and improving to make sure we are and always will be “Best in Class” ... and we want that for you too!

The Customer Success Manager (CSM) will develop impactful relationships with our customers and work diligently to ensure each customer achieves maximum lifetime value with our software. The role requires strong relationship building, product knowledge, and business acumen to help restaurateurs overcome the complex challenges they face daily. Reporting to the Manager, Customer Success, the CSM will often work cross-departmentally to solve customer challenges and focus heavily on all efforts to retain the business. The Customer Success Manager is responsible for ensuring product adoption, retention, and growth post onboarding. The CSM will employ their knowledge of R365 and their customers to create success plans and provide delightful solutions. In addition to proactive and reactive customer reach out, the CSM will be responsible for tracking and driving customer health, Net Promoter Scores, and adding new features.

How You'll Add Value

• Develop long-term relationships with customers leading to high retention and customer satisfaction
• Ensure customers are successful with the product following the launch date
• Manage the customer experience and setting expectations
• Responsible for tracking & driving customer health and Net Promoter Scores
• Create playbooks & present calls to action
• Responsible for reaching assigned targets for customer KPIs
• Continuously improve customer experience by proposing new processes and concepts
• Participate in user groups and client-facing webinars
• Handle any product or full software attrition to identify save opportunities
• Identify and pass leads to our Sales Growth team
• Other duties as assigned

What You'll Need to Be Successful

Required Qualifications:

• Previous experience with R365 platform
• 3 to 5 years of experience in accounting and/or restaurants
• 5 plus years of experience in a customer-facing role
• Ability to travel 10%
• Proficient in Microsoft Office; Outlook, Excel, Word, and PowerPoint
• Collaborative and flexible working style
• Ability to teach and coach effectively
• Efficient and timely with deadlines and deliverables
• Strong organization and time-management skills
• The ability to work independently without supervision
• Strong technical aptitude with experience communicating across multiple platforms

Preferred Qualifications:

• Previous Gainsight experience or other customer success management platform preferred
• Previous project management software experience preferred

Company Information

Restaurant365 is a SaaS company disrupting the restaurant industry! Our cloud-based platform provides a unique, centralized solution for accounting and back-office operations for restaurants. Restaurant365’s culture is focused on empowering team members to produce top-notch results while elevating their skills. We’re constantly evolving and improving to make sure we are and always will be “Best in Class” ... and we want that for you too!

R365 Team Member Benefits & Perks

• Comprehensive medical benefits, 100% paid for employee
• 401k + matching
• Equity Option Grant
• Unlimited PTO + Company holidays
• Wellness initiatives

#LI-BW1 DYN365, Inc d/b/a Restaurant365 is an equal opportunity employer.