Senior Manager, Customer Success

Position Overview

• Location Type: Remote
• Employment Type: Full Time
• Salary: Not specified

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 Senior Manager, Customer Success is responsible for the overall success of our Enterprise Customers, post implementation. Responsibilities include overseeing and mentoring a team of Enterprise Customer Success Managers, who strive for retention, adoptions, and key metrics such as customer health and NPS. The Senior Manager, Customer Success will work cross-functionally with key teams such as Sales, Customer Experience, CS Operations, Support, Product and Development as the voice of the end user to support success goals.

Requirements

• Team Leadership: Lead, mentor, and develop a team of customer success managers (CSMs); set team goals, track performance, and provide regular feedback; conduct performance reviews and career development planning.
• Customer Relationship Management: Build and maintain strong relationships with key customer stakeholders, including executives, department heads, and end-users; proactively identify and address customer needs and concerns; ensure customer satisfaction and drive customer loyalty.
• Customer Success Strategy: Develop and implement customer success strategies to drive adoption, retention, and growth; monitor key customer success metrics and identify areas for improvement; collaborate with sales, product, and engineering teams to ensure alignment and effective solutions.
• Operational Excellence: Ensure timely and effective delivery of customer success programs and initiatives; manage customer success processes and tools; identify and implement process improvements to enhance customer experience.
• Strategic Planning: Contribute to the development of overall customer success strategy and roadmap; analyze customer data and insights to identify trends and opportunities; advocate for customer needs and feedback within the organization.

Responsibilities

• Hire, guide, and develop a team of Customer Success Managers as well as leaders/ managers
• Motivate and lead team to achieve OKR's and deliver world class Gross & Net Retention result for Enterprise Customer Segment
• Managing Customer Retention & Churn
• Hold CSM’s accountable for team KPI’s and company OKRs
• Assist with User Groups, Webinars and User Forums
• Identify opportunities for Professional Services offered by R365, Advantage, and Radar
• Managing credits requests and resolving escalated Issues
• Manage customer programs and outreach initiatives
• Manage team expense reports and time off requests
• Provide industry