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!
The Senior Manager, Customer Success is responsible for the overall success of our Enterprise Customers, post implementation. Responsibilities include overseeing and mentoring a team of Enterprise Customer Success Managers, who strive for retention, adoptions, and key metrics such as customer health and NPS. The Senior Manager, Customer Success will 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
Responsibilities
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Team Leadership:
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Lead, mentor, and develop a team of customer success managers (CSMs).
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Set team goals, track performance, and provide regular feedback.
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Conduct performance reviews and career development planning.
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Customer Relationship Management:
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Build and maintain strong relationships with key customer stakeholders, including executives, department heads, and end-users.
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Proactively identify and address customer needs and concerns.
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Ensure customer satisfaction and drive customer loyalty.
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Customer Success Strategy:
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Develop and implement customer success strategies to drive adoption, retention, and growth.
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Monitor key customer success metrics and identify areas for improvement.
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Collaborate with sales, product, and engineering teams to ensure alignment and effective solutions.
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Operational Excellence:
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Ensure timely and effective delivery of customer success programs and initiatives.
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Manage customer success processes and tools.
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Identify and implement process improvements to enhance customer experience.
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Strategic Planning:
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Contribute to the development of overall customer success strategy and roadmap.
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Analyze customer data and insights to identify trends and opportunities.
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Advocate for customer needs and feedback within the organization.
How you’ll add value:
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Hire, guide, and develop a team of Customer Success Managers as well as leaders/ managers
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Motivate and lead team to achieve OKR’s and deliver world class Gross & Net Retention result for Enterprise Customer Segment
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Managing Customer Retention & Churn
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Hold CSM’s accountable for team KPI’s and company OKRs.
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Assist with User Groups, Webinars and User Forums.
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Identify opportunities for Professional Services offered by R365, Advantage, and Radar
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Managing credits requests and resolving escalated Issues.
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Manage customer programs and outreach initiatives.
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Manage team expense reports and time off requests.
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Provide industry, accounting, and solution expertise to the entire organization.
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Other duties as assigned.
What you’ll need to be successful in this role:
Requirements
QUALIFICATIONS
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Bachelor’s degree or equivalent, Master’s degree or relevant certification a plus
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10+ years in a customer facing role in customer success, account management or related roles
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A proven track record as a Senior Manager of Customer Success Managers
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Experience supporting and maintaining Enterprise customers in a SAAS platform
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Ability to travel 25%
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Knowledgeable in all areas of a scalable, delightful customer Journey
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Strong understanding of all platforms and tools used by the team and can explain them for best practice use.
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Very organized, detail oriented, and analytical
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Collaborative and flexible working style.
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Ability to teach and coach effectively.
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Efficient and timely with deadlines and deliverables.
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Strong organization and time-management skills. The ability to work independently without supervision.
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Salesforce experience.
PREFERRED QUALIFICATIONS
Nice to have
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Previous Gainsight experience or other customer success management platform
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Previous Monday.com experience or other project management software
R365 Team Member Benefits & Compensation
Benefits
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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.
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Comprehensive medical benefits, 100% paid for employee
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401k + matching
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Equity Option Grant
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Unlimited PTO + Company holidays
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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. If you see a role that excites you and you meet the qualifications, we encourage you to apply -regardless of your current location or work arrangement. Reach out to your People Business Partner if you have questions.
DYN365, Inc d/b/a Restaurant365 is an equal opportunity employer.