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.
