Customer Success Program Manager

About Restaurant365

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!

Employment Type: Full Time

Customer Success Operations Program Manager

The Customer Success Operations Program Manager will play a key role in ensuring the successful execution of strategic initiatives within our Customer Success and Support (CS&S) organization. Reporting to the Sr. Director of Customer Strategy and Operations, this role will partner with leaders and teams across CS&S and the broader business to track progress, address challenges, and remove roadblocks that could delay key projects. Your ability to translate complex projects into actionable steps and measurable results will be key to our success.

How You'll Add Value

• Lead Strategic Programs: Drive high-priority initiatives from planning to delivery, ensuring they deliver measurable impact on customer experience, retention, and business growth.
• Enable Cross-Functional Success: Partner with Customer Success, Sales, Systems, and Product teams to ensure seamless execution and alignment across functions.
• Plan, Govern & Communicate: Define program scope, success metrics, timelines, and tracking methods, ensuring regular communication with stakeholders to drive alignment and accountability.
• Escalate & Resolve Critical Issues: Escalate high-priority issues to ensure prompt resolution and capture lessons learned to drive continuous improvement.
• Operational Excellence: Create and maintain documentation, workflows, and reporting frameworks to drive consistency, scalability, and transparency.
• Change Management: Facilitate adoption of new processes, tools, and programs across cross-functional teams.
• Process Optimization: Identify opportunities for automation, efficiency gains, and adoption of best practices.
• Data-Driven Insights: Analyze program data and KPIs to measure performance, identify trends, and recommend improvements. Build feedback loops with internal teams and customers to continually refine and optimize programs.

What You'll Need to Be Successful

• Bachelor's degree in business, operations, or a related field
• 5+ years of business experience, in the SaaS industry ideally in a GTM role
• 3+ years of program or project management experience, with a proven track record of delivering cross-functional, complex initiatives involving multiple stakeholders
• Exceptional written and verbal communication skills, with experience presenting to executive audiences
• Strong organizational, analytical, and problem-solving skills, with sound decision-making abilities
• Familiarity with project management and collaboration tools (e.g., Monday, Smartsheet, Jira, Confluence)
• Proven ability to operate autonomously, take initiative, and drive programs forward in a fast-paced, high-growth SaaS environment
• Proficiency in data analysis and reporting; experience with CS tools (e.g., Gainsight, Zendesk, Salesforce, etc.) is a plus
• Experience with process improvement methodologies (Lean, Six Sigma, etc.) is a plus

R365 Team Member Benefits & Compensation

• Salary Range: $96,400 - $144,600. The above range represents the expected salary range for this position. The actual salary may vary based upon several factors, including, but not limited to, relevant skills/experience, time in the role, business line, and geographic location. Restaurant365 focuses on equitable pay for our team and aims for transparency with our pay practices.
• Comprehensive medical benefits, 100% paid for employee
• 401k + matching
• Equity Option Grant
• Unlimited PTO + Company holidays
• Wellness initiatives