Senior Manager, Customer Success

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!

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

• 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 result for Enterprise Customer 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 requests and resolving escalated 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:

• 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
• A 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%
• Knowledgeable in all areas of a scalable, delightful customer Journey
• Strong understanding of all platforms and tools used by the team and can explain 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 $145,000 - $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

$145,000 - $174,000 a year

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