Senior Customer Success Manager

Employment Type: Full Time Salary: $83,000 - $120,000 a year

Position Overview

Restaurant365 is a SaaS company disrupting the restaurant industry with its cloud-based platform for accounting and back-office operations. Our culture empowers team members to produce top-notch results and elevate their skills. We are committed to being "Best in Class" and want the same for our employees.

As a Senior Customer Success Manager, you will manage long-term customer relationships, serving as a trusted advisor to our most strategic clients. You will engage with executive stakeholders and champions to deliver high-level service and maximize customer ROI through thoughtful product adoption across their organizations. This role involves cross-functional collaboration with sales, onboarding, and product teams.

Responsibilities

• Develop long-term relationships with customers, leading to high adoption, retention, and customer satisfaction.
• Ensure delightful client experiences throughout all stages of the customer journey.
• Strategize with customers to meet and exceed their target goals and ROI.
• Handle escalations and collaborate cross-departmentally for issue resolution.
• Set, drive, and guide project expectations with executive stakeholders.
• Facilitate change management across key stakeholders and roles.
• Ensure customer success with the product post-onboarding; strong product knowledge is essential.
• Partner with the Sales team on expansion and growth opportunities.
• Infuse clients with industry best practices to help them grow and thrive.
• Facilitate client meetings.
• Track and drive key client metrics such as usage, health, CSAT, and Net Promoter Scores.
• Responsible for achieving assigned targets for customer KPIs and customer retention.
• Track product enhancements and provided timelines specific to customers in your portfolio, ensuring transparent communication with stakeholders.
• Maintain healthy Salesforce and Gainsight records.
• Act as a subject matter expert in the R365 platform.
• Participate in and lead sessions at user groups and client-facing webinars.
• Perform other duties as assigned.

Requirements

• 3+ years of experience as a Customer Success Manager or equivalent in a SaaS-based company.
• 2-3 years of experience in accounting and/or restaurant hospitality or equivalent.
• Previous experience implementing and/or supporting Restaurant365 software.
• Ability to travel 15%.
• Proficient in Microsoft Office (Outlook, Excel, Word, and PowerPoint).
• Clear communicator with a professional presence.
• Ability to manage multiple complex projects simultaneously.
• Proficient in Salesforce or other CRM.
• Efficient and timely with 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 Gainsight experience or other customer success management platform.
• Previous Monday.com experience or other project management software.
• Previous Freshdesk experience or other ticket management software.

Company Information

Restaurant365 is a SaaS company disrupting the restaurant industry. Our 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”.

R365 Team Member Benefits & Compensation

• Salary Range: $83,000 - $120,000 per year. The actual salary may vary based on factors including, but not limited to, relevant skills/experience, time in the role, business line, and geographic location. Restaurant365 focuses on equitable pay and transparency.
• Comprehensive medical benefits (100% paid for employee).
• 401k + matching.
• Equity Option Grant.
• Unlimited PTO + Company holidays.
• Wellness initiatives.

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