Senior Customer Success Manager

How you'll add value:

• Develop long-term relationships customers leading to high adoption, retention, and customer satisfaction. 

• Ensure delightful experiences for clients in your portfolio during all stages of the customer journey.

• Strategize with customer to meet and exceed their 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. Product knowledge is a must.

• 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.

• Tracking and drive key client metrics such as usage, health, CSAT, and net promoter scores.

• Responsible for reaching assigned targets for customer KPI’s and customer retention.

• Track product enhancements and provided timelines specific to customers in your portfolio and ensure transparent communication with stakeholders.

• Maintain healthy Salesforce and Gainsight records.

• Subject matter expert in the R365 platform.

• Participate and lead sessions at user groups and client facing webinars.

• Other duties as assigned.

What you'll need to be successful in this role:

• 5+ 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 QUALIFICATIONS

• Previous Gainsight experience or other customer success management platform

• Previous Monday.com experience or other project management software

• Previous Freshdesk experience or other ticket management software

R365 Team Member Benefits & Compensation

• This position has a salary range of $96,400 - $144,600 + 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
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.