Customer Success Manager

Customer Relationship & Lifecycle Management

• Own and manage a book of business from post-sale hand-off through renewal and expansion.

• Serve as the customer's primary point of contact and Restaurant365 “success orchestrator,” directing them to the right resource for the situation — Sales for growth opportunities, Helpdesk for quick support, R365 Academy/Support Center for self-service training, Professional Services for paid engagements, and your CSM Manager or a Solution Architect for solution design questions.

• Lead CSM Intro/Kickoff meetings for newly assigned accounts to establish the relationship, roles, and definition of success.

• Maintain a consistent touchpoint cadence (approximately every 30–60 days) and lead Business Impact Reviews to track progress against goals and demonstrate value.

• Ensure delightful customer experiences across all stages of the customer journey.

Adoption, Retention & Risk Management

• Build and maintain success plans for your accounts; complete quarterly health evaluations for standard-support accounts.

• Monitor customer health, product usage, and sentiment to proactively identify and mitigate churn risk.

• Own escalations for your book of business: acknowledge within SLA, lead internal alignment, and drive issues to resolution in partnership with Support, Product, and CS leadership.

• Support the churn/cancellation process, including save attempts using Risk Playbooks and submission of the Churn Request Form when a save isn't possible.

Renewals & Growth

• Own and maintain renewal forecasting fields for your book of business.

• Identify and refer expansion, cross-sell, and upsell opportunities to the Sales team.

• Partner with Sales on account growth conversations and support execution of expansion opportunities.

Cross-Functional Collaboration & Systems of Record

• Maintain accurate and timely records in Salesforce and Gainsight, including risk fields (Risk Status, Risk Reason, Risk Notes, At-Risk Products) on a weekly cadence, applicable Risk/Save Playbooks, engagement types, health scores, and account notes.

• Participate in team meetings, trainings, and process initiatives that support a scalable, consistent Customer Success motion.

Product & Industry Knowledge

• Develop and maintain strong working knowledge of the R365 platform to guide customers on adoption and best practices.

• Share relevant restaurant operations and industry best practices to help customers get more value from R365.

Other duties as assigned.