Senior Customer Success Manager

Restaurant365; United States; Remote; USD 96,000 - 121,000; Full time

Benefits offered by this job

Medical benefits

401k

Equity option grant

Unlimited PTO

Wellness initiatives

Job summary

Restaurant365 is seeking a Senior Customer Success Manager to manage long-term customer relationships and act as a trusted advisor for strategic accounts. You will partner with sales, onboarding, and product teams to maximize ROI and drive thoughtful product adoption across organizations.

You will lead initiatives to improve adoption, retention, and customer satisfaction while guiding complex projects and maintaining strong CSAT metrics, Health, and NPS across your portfolio.

Qualifications

• 2+ years as a Customer Success Manager in SaaS.
• 2-3 years in accounting or restaurant hospitality.
• Experience implementing Restaurant365 software.
• Ability to travel 15%.
• Proficient in Microsoft Office (Outlook, Excel, Word, PowerPoint).
• Clear communicator with a professional presence.
• Proficient in Salesforce or other CRM.
• Ability to manage multiple complex projects simultaneously.
• Strong organizational and time-management skills.
• Technical aptitude with cross-platform communication.

Responsibilities

• Develop long-term relationships with customers to drive adoption, retention, and satisfaction.
• Ensure delightful client experiences across all stages of the journey.
• Strategize with customers to meet ROI and goals.
• Handle escalations and coordinate with teams for resolution.
• Set and guide project expectations with executives.
• Facilitate change management across stakeholders.
• Ensure customer success post onboarding and product adoption.
• Collaborate with Sales on expansion opportunities.
• Share industry best practices to help clients grow.
• Lead client meetings and webinars; track key metrics.

Skills

Customer success

SaaS

CRM Salesforce

Multi-project management

Communication

Travel readiness

Microsoft Office

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 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:

• 2+ 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 - $120,500 + 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

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