Senior Customer Success Manager

Restaurant365; Irvine (CA); Hybrid; USD 96,000 - 145,000; Full time

Benefits offered by this job

Medical benefits

401k + matching

Equity Option Grant

Unlimited PTO + Company holidays

Wellness initiatives

Hybrid work model

Job summary

Restaurant365 is seeking a Senior Customer Success Manager to manage long-term relationships with strategic restaurant clients. You will act as a trusted advisor, drive product adoption, partner with sales, onboarding, and product teams to maximize ROI and ensure client satisfaction.

This hybrid role requires 5+ years in SaaS customer success, experience in accounting or hospitality, proficiency with CRM (Salesforce) and Gainsight, and willingness to travel ~15%.

Qualifications

• 5+ years experience as a Customer Success Manager in SaaS.
• Experience in accounting or restaurant hospitality preferred.
• Proficient with CRM systems (Salesforce) and Gainsight.
• Able to travel approximately 15% of the time.
• Strong communication and project management skills.

Responsibilities

• Develop long-term relationships with clients to drive adoption, retention, and satisfaction.
• Partner with Sales, Onboarding, and Product teams to ensure ROI.
• Lead client meetings and coordinate cross-functional efforts to resolve issues.
• Track key metrics (usage, health, CSAT, NPS) and ensure transparent communication.
• Manage expectations with executive stakeholders and guide product adoption.

Skills

Customer Success

SaaS experience

CRM (Salesforce)

Cross-functional collaboration

Project management

Tools

Gainsight

Salesforce

Monday.com

Freshdesk

Job description

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!

As a Senior Customer Success Manager, you will manage the long-term customer relationship by becoming a trusted advisor to some of our most strategic customers. You will work with executive stakeholders and champions to provide a high level of service and ensure the most ROI for customers by ensuring the execute thoughtful product adoption across their organization. You will work cross functionally by partnering with the sales, onboarding, and product teams.

How you'll add value:

• Develop long-term relationships customers leading to high adoption, retention, and customer satisfaction.
• Ensure delightful experiences for clients in your portfolio during all stages of the customer journey.
• Strategize with customer to meet and exceed their target goals and ROI.
• Handle escalations and work cross departmentally to issue resolution.
• Set, drive and guide project expectations with executive stakeholders.
• Facilitate change management across key stakeholders and roles.
• Ensure customers are successful with the product post onboarding. Product knowledge is a must.
• 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.
• Tracking and drive key client metrics such as usage, health, CSAT, and net promoter scores.
• Responsible for reaching assigned targets for customer KPI’s and customer retention.
• Track product enhancements and provided timelines specific to customers in your portfolio and ensure transparent communication with stakeholders.
• Maintain healthy Salesforce and Gainsight records.
• Subject matter expert in the R365 platform.
• Participate and lead sessions at user groups and client facing webinars.
• Other duties as assigned.

What you'll need to be successful in this role:

• 5+ plus years of experience as a Customer Success Manager or equivalent in SaaS based company.
• 2-3 years of experience in accounting and or restaurant hospitality or equivalent.
• Previous experience implementing and or supporting Restaurant 365 software.
• Ability to travel 15%.
• Proficient in Microsoft Office; Outlook, Excel, Word, and PowerPoint.
• Clear communicator with a professional presence.
• The ability to manage multiple complex projects at the same time.
• Proficient in Salesforce or other CRM.
• 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
• Previous Monday.com experience or other project management software
• Previous Freshdesk experience or other ticket management software

R365 Team Member Benefits & Compensation

• This position has a salary range of $96,400 - $144,600 + Bonus. 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

This role is hybrid, balancing flexibility with the value of in-person collaboration. To support connection, partnership, and team effectiveness, employees are expected to work onsite each Tuesday and Wednesday.

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

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.