Senior Customer Success Manager

September 24

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Restaurant365

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B2B • SaaS • eCommerce

Restaurant365 is a comprehensive restaurant management software platform that unifies accounting, inventory, workforce management, and payroll services into a single solution. Trusted by over 40,000 restaurants, it enhances operational efficiency, helps control food and labor costs, and improves guest experiences through features like employee training, scheduling, and data-driven sales forecasting. Restaurant365 aims to streamline administrative tasks and empower restaurant operators to make strategic decisions quickly and accurately.

501 - 1000 employees

🤝 B2B

☁️ SaaS

🛍️ eCommerce

📋 Description

• Manage long-term customer relationships as a trusted advisor for strategic customers. • Work with executive stakeholders and champions to provide high level of service and ensure ROI. • Execute thoughtful product adoption across customer organizations. • Partner cross-functionally with sales, onboarding, and product teams. • Develop long-term relationships leading to high adoption, retention, and customer satisfaction. • Ensure delightful experiences for clients during all stages of the customer journey. • Strategize with customers to meet and exceed 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 and act as subject matter expert in the R365 platform. • 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 and participate/lead sessions at user groups and client facing webinars. • Track and drive key client metrics such as usage, health, CSAT, and net promoter scores. • Maintain healthy Salesforce and Gainsight records. • Track product enhancements and provide transparent communication with stakeholders. • Responsible for reaching assigned targets for customer KPI’s and customer retention.

🎯 Requirements

• 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: Previous Gainsight experience or other customer success management platform • PREFERRED: Previous Monday.com experience or other project management software • PREFERRED: Previous Freshdesk experience or other ticket management software

🏖️ Benefits

• 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