Customer Success Manager

Summary

Join Restaurant365, a SaaS company revolutionizing the restaurant industry, as a Customer Success Manager (CSM)! In this role, you will build strong relationships with customers, ensuring they maximize the value of our software. You will leverage your product knowledge and business acumen to help restaurateurs navigate daily challenges. Responsibilities include driving customer health, Net Promoter Scores, and product adoption. You will create success plans, provide solutions, and collaborate cross-departmentally. The CSM will also track customer KPIs, identify opportunities, and contribute to continuous improvement. This position offers a competitive salary and benefits package.

Requirements

• Previous experience with R365 platform
• 3 to 5 years of experience in accounting and/or restaurants
• 5 plus years of experience in a customer facing role
• 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
• Manage customer the customer experience and setting 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
• Handle any product or full software attrition to identify save opportunities
• Identify and pass leads to our Sales Growth team
• Other duties as assigned

Preferred Qualifications

• Previous Gainsight experience or other customer success management platform preferred
• Previous project management software experience preferred

Benefits

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