Associate Enterprise Customer Success Manager

Summary

Join Restaurant365 as an Associate Enterprise Customer Success Manager and partner with sales, onboarding, and product teams to ensure successful customer launches, adoption, and outcomes. You will cultivate long-term relationships with key enterprise clients, acting as a trusted advisor and providing exceptional service. Responsibilities include strategizing with customers to exceed their goals, handling escalations, facilitating change management, and attending industry events. This role requires strong communication, leadership, and technical skills, along with experience in customer success and the restaurant industry. Restaurant365 offers a competitive salary, comprehensive benefits, remote work options, and a collaborative work environment.

Requirements

• 3+ plus years of experience as a Customer Success Manager or equivalent
• 3 to 5 years of experience in restaurant operations or equivalent
• Ability to travel up to 20%
• Proficient in Microsoft Office; Outlook, Excel, Word, and PowerPoint
• Clear communicator with a professional presence
• Ability to lead through influence
• Comfortable working with C-level executives
• 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

Responsibilities

• Develop long-term relationships with enterprise level 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 enterprise customers are successful with the product presale through launch
• Attend onsite meetings, conferences, and trade shows
• Partner with enterprise AEs for expansion and growth opportunities
• Develop plans specific to the restaurant industry that help enterprise franchise brands support their franchise community with our software
• Infuse clients with Industry best practices to help them grow and thrive
• Facilitate client meetings both in person and online
• Act as liaison between customers, product managers, and executive management to provide feedback on new feature developments
• Tracking and drive key client metrics such as usage, health, CSAT, and net promoter scores
• Maintain brand profiles and documentation
• Responsible for reaching assigned targets for customer KPI’s
• Track product enhancements and provided timelines specific to customers in your portfolio and ensure transparent communication with stakeholders
• Maintain healthy Salesforce and Gainsight records
• Participate and lead sessions at user groups and client facing webinars
• Other duties as assigned

Preferred Qualifications

• Previous R365 experience
• Previous Gainsight experience or other customer success management platform
• Previous Monday.com experience or other project management software

Benefits

• Ability to work remote or hybrid
• Comprehensive medical benefits, 100% paid for employee
• 401k + matching
• Equity Option Grant
• Unlimited PTO + Company holidays
• Wellness initiatives
• $70,000 - $98,000 a year