Customer Success Manager

Restaurant365; United States; Remote; USD 65,000 - 68,000; Full time

Job summary

A leading SaaS company is seeking a Customer Success Manager to ensure product adoption and customer satisfaction. The role involves developing long-term relationships, tracking customer health, and facilitating feedback between customers and product teams. Join a dynamic team focused on improving the restaurant industry's operational efficiency.

Benefits

Comprehensive medical benefits

401k with matching

Equity options

Unlimited PTO and holidays

Wellness programs

Qualifications

• 1-2 years of experience in accounting or bookkeeping.
• Ability to travel up to 10%.
• Technical aptitude with multi-platform communication experience.

Responsibilities

• Develop long-term relationships with customers to enhance retention.
• Track and improve customer health and Net Promoter Scores.
• Serve as a product subject matter expert.

Skills

Customer-facing experience

Organizational skills

Time-management skills

Teaching/coaching skills

Tools

Microsoft Office Suite

Gainsight

Monday.com

Job description

Customer Success Manager

Remote / Customer Success – Customer Success Management / Full Time / Remote

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. Our culture focuses on empowering team members to produce top-notch results and elevate their skills. We are constantly evolving to be and remain “Best in Class,” and we want that for you too!

Role Overview:

The Customer Success Manager (CSM) is responsible for ensuring product adoption, retention, and growth post-implementation. They will leverage their knowledge of R365 and customer needs to create success plans and deliver delightful solutions. The CSM will proactively and reactively engage with customers, track and improve customer health, Net Promoter Scores, and facilitate the adoption of new features.

How you'll add value:

1. Develop long-term relationships with customers to enhance retention and satisfaction.
2. Ensure customers succeed with the product following launch.
3. Facilitate client meetings both in person and online.
4. Act as a liaison between customers, product managers, and leadership to gather feedback on new features.
5. Manage customer experience and set expectations.
6. Track and improve customer health and Net Promoter Scores.
7. Create playbooks and present calls to action.
8. Achieve targets for customer KPIs.
9. Propose new processes and concepts to continually improve customer experience.
10. Participate in user groups and webinars.
11. Communicate effectively across brand groups.
12. Serve as a product subject matter expert.
13. Perform other duties as assigned.

Qualifications:

1. 1-2 years of experience in accounting or bookkeeping.
2. Experience in a customer-facing role.
3. Ability to travel up to 10%.
4. Proficient in Microsoft Office Suite.
5. Collaborative, flexible, and effective teaching/coaching skills.
6. Strong organizational and time-management skills; ability to work independently.
7. Technical aptitude with multi-platform communication experience.

Desired Qualifications:

1. Previous R365 experience.
2. Experience with Gainsight or similar customer success platforms.
3. Experience with project management software like Monday.com.

Benefits & Perks:

• Salary: $65K-$68K + Commission/Bonus, with transparency and equity in pay.
• Remote or hybrid work options.
• Comprehensive medical benefits, fully paid for employees.
• 401k with matching.
• Equity options.
• Unlimited PTO and holidays.
• Wellness programs.

Why Join Us?

• Be part of an innovative community creating impactful solutions for restaurants nationwide.
• Work on a product that truly makes a difference.

R365 is an Equal Opportunity Employer. We encourage all forward-thinkers with a positive attitude to apply.