Senior Manager, Customer Success

Lever, Inc.; Irvine, San Francisco, Austin, Denver (CA, CA, TX, CO); On-site; USD 116,000 - 174,000; Full time

Benefits offered by this job

Healthcare benefits

401k + matching

Equity option grant

Unlimited PTO

Company holidays

Job summary

Restaurant365, a SaaS provider disrupting the restaurant industry, seeks a Senior Manager of Customer Success to lead a team of Enterprise CSMs post-implementation. You will drive adoption, retention, and key metrics while partnering with Sales, Product, and Engineering to deliver solutions.

The role is hybrid, requiring onsite Tuesdays and Wednesdays, with a focus on coaching, strategic planning, and customer journey excellence across enterprise accounts.

Qualifications

• Bachelor’s degree or equivalent; Master’s degree or relevant certification a plus.
• 10+ years in a customer-facing role in customer success, account management or related roles.
• Proven track record as a Senior Manager of Customer Success Managers.
• Experience supporting and maintaining Enterprise customers in a SAAS platform.
• Ability to travel 25%.

Responsibilities

• Hire, guide, and develop a team of Customer Success Managers as well as leaders/managers.
• Motivate and lead the team to achieve OKRs and deliver world‑class Gross & Net Retention results for Enterprise Customer Segment.
• Manage Customer Retention & Churn.
• Hold CSMs accountable for team KPIs 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.
• Provide industry, accounting, and solution expertise to the organization.

Skills

Team Leadership

Customer Relationship Management

Customer Success Strategy

Data Analysis

Cross-functional Collaboration

Salesforce

Mentoring

OKR Management

Education

Bachelor’s degree or equivalent

Master’s degree or relevant certification

Tools

Salesforce

Gainsight

Monday.com

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!

TheSenior Manager,Customer Successis responsiblefor the overall success of ourEnterpriseCustomers, post implementation. Responsibilities includeoverseeingand mentoringateam of EnterpriseCustomer Success Managers,who strive forretention, adoptions,andkeymetricssuch as customer health and NPS.TheSenior Manager, Customer Successwill 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.

Key Competencies

• 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.

How you'll add value:

• 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 resultforEnterpriseCustomer 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 requestsand resolvingescalated Issues.
• Manage customer programs and outreach initiatives.
• Manage team expense reports and time off requests.
• Provide industry, accounting, and solution expertise to the entire organization.
• Other duties as assigned.

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

QUALIFICATIONS

• Bachelor's degree or equivalent,Master’sdegree or relevant certification a plus
• 10+ years in a customer facing rolein customer success, account management or related roles
• A proven track record as aSenior ManagerofCustomer Success Managers
• Experience supporting and maintainingEnterprisecustomers in a SAAS platform
• Ability to travel 25%
• Knowledgeable in all areas of a scalable, delightful customer Journey
• Strong understanding of all platforms and tools used by the team andcanexplain them for best practice use.
• Very organized, detail oriented, and analytical
• Collaborative and flexible working style.
• Ability to teach and coach effectively.
• Efficient and timely with deadlines and deliverables.
• Strong organization and time-management skills. The ability to work independently without supervision.
• Salesforce experience.

PREFERRED QUALIFICATIONS

• Previous Gainsight experience or other customer success management platform
• Previous Monday.com experience or other project management software

R365 Team Member Benefits & Compensation

• This position has a salary range of $116,000 - $174,000. 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.

$116,000 - $174,000 a year

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

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