Senior Customer Success Manager

Restaurant365; Northern (KY); Hybrid; USD 96,000 - 145,000; Full time

Benefits offered by this job

Medical benefits

401k + matching

Equity Option Grant

Unlimited PTO

Wellness initiatives

Job summary

Restaurant365, a SaaS leader in restaurant accounting and back‑office solutions, seeks a Senior Customer Success Manager to manage long‑term client relationships. You will act as a trusted advisor to executives, driving product adoption and ROI across partner organizations.

You will collaborate with Sales, Onboarding, and Product teams to ensure success, retention, and expansion opportunities while delivering industry best practices and strong governance of client programs.

Qualifications

• 5+ years in Customer Success or equivalent in SaaS
• 2–3 years in accounting or restaurant hospitality
• Experience implementing or supporting Restaurant365 software
• Willingness to travel ~15%
• Proficient in Microsoft Office and CRM tools
• Clear communicator with professional presence
• Able to manage multiple complex projects
• Self-motivated and independent
• Technical aptitude to communicate across platforms

Responsibilities

• Develop long-term relationships with high-adoption, high-retention customers
• Ensure delightful client experiences across all stages of the journey
• Strategize with customers to meet ROI goals
• Handle escalations and coordinate cross‑departmental resolutions
• Set and guide project expectations with executive stakeholders
• Maintain and track key client metrics (usage, health, CSAT, NPS)
• Partner with Sales on expansion opportunities
• Lead user groups and client webinars
• Maintain accurate Salesforce and Gainsight records
• Be the subject matter expert for the Restaurant365 platform

Skills

Customer success

SaaS

Relationship mgmt

Cross-functional leadership

Project management

CRM software

Salesforce

Gainsight

Communication

Time management

Tools

Salesforce

Gainsight

Monday.com

Freshdesk

Job description

Restaurant365 is a SaaS company disrupting the restaurant industry! Our cloud-based platform provides aunique, 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 relationship 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,driveand 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 isa 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 anddrivekey 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 andprovidedtimelines specific to customers in your portfolio and ensure transparent communication with stakeholders.
• Maintain healthy Salesforce and Gainsight records.
• Subject matter expertinthe 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.
• Previousexperience implementingand orsupporting Restaurant 365 software.
• Ability to travel 15%.
• Proficient in Microsoft Office; Outlook, Excel, Word, and PowerPoint.
• Clearcommunicatorwith a professional presence.
• The ability to manage multiple complex projects at the same time.
• Proficient in Salesforce or other CRM.
• Efficient andtimelywith deadlines and deliverables.
• Strong organization andtime-managementskills. The ability to work independently without supervision.
• Strong technical aptitude with experience communicating across multiple platforms.

PREFERRED QUALIFICATIONS

• PreviousGainsight experience or other customer success management platform
• PreviousMonday.com experience or other project management software
• PreviousFreshdesk 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.

Internal Employees - R365 is committed to growing talent from within.

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