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Restaurant365

Posted 11 days ago

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Senior Manager, Customer Success

Austin, DenverHybridFull-time

AI Summary

Leads and mentors a team of Enterprise Customer Success Managers at a SaaS restaurant platform, driving retention, adoption, and customer health metrics while collaborating cross-functionally with Sales, Product, and Support.

About this role

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:

QUALIFICATIONS

  • 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 $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.
  • Comprehensive medical benefits, 100% paid for employee
  • 401k + matching
  • Equity Option Grant
  • Unlimited PTO + Company holidays
  • 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.

    Skills

    Account ManagementChurn ManagementCredits ManagementCustomer Health MetricsCustomer Success ManagementEscalation ResolutionGainsightGross RetentionMonday.comNet RetentionNPSOKR ManagementPerformance ReviewsProcess ImprovementProfessional ServicesSalesforceUser GroupsWebinars

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