Customer Success Manager

Summary

Join Restaurant365, a SaaS company revolutionizing the restaurant industry, as a Customer Success Manager, Accounting! You will be responsible for ensuring product adoption, retention, and growth after implementation. Leveraging your accounting expertise and knowledge of R365, you'll develop success plans, provide solutions, and track customer health. This role involves proactive and reactive customer engagement, collaboration with various teams, and contributing to new feature development. You will also act as a Subject Matter Expert (SME) for accounting-related topics. The ideal candidate possesses strong accounting and customer-facing experience within a SaaS environment.

Requirements

• 2+ years of experience in an accounting or bookkeeping role
• 2+ years of experience in a customer facing role in a SaaS company
• Ability to travel 10%
• Proficient in Microsoft Office; Outlook, Excel, Word, and PowerPoint
• 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
• Strong technical aptitude with experience communicating across multiple platforms

Responsibilities

• Develop long-term relationships with customers leading to high retention and customer satisfaction
• Ensure customers are successful with the product following the launch date
• 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
• Manage the customer experience and expectations
• Responsible for tracking & driving customer health and Net Promoter Scores
• Create playbooks & present calls to action
• Responsible for reaching assigned targets for customer KPI’s
• Continuously improve customer experience by proposing new processes and concepts
• Participate in user groups and client facing webinars
• Serve as a Subject Matter Expert (SME) for accounting related topics for your direct accounts as well as for the greater team. Accounting SME topics include but are not limited to beginning balances, ban activity reconciliation, chart of account optimization, fixed asset planning, house account optimization, and GL mapping refinements
• Other duties as assigned

Preferred Qualifications

• 2+ years of previous R365 experience
• Previous Gainsight experience or other customer success management platform
• Previous Monday.com experience or other project management software

Benefits

• This position has a salary range of $70,000 - $98,000/year + commission
• Comprehensive medical benefits, 100% paid for employee
• 401k + matching
• Equity Option Grant
• Unlimited PTO + Company holidays
• Wellness initiatives