Customer Success Program Manager

Summary

Join Restaurant365, a SaaS company revolutionizing the restaurant industry, as their Customer Success Operations Program Manager! This key role ensures the successful execution of strategic initiatives within the Customer Success and Support organization. You will partner with various teams to track progress, overcome challenges, and drive key projects forward. Your ability to translate complex projects into actionable steps and measurable results is crucial. The position involves leading strategic programs, enabling cross-functional success, and optimizing processes. Data analysis and reporting skills are essential for measuring performance and identifying improvement areas. This role reports to the Sr. Director of Customer Strategy and Operations.

Requirements

• Bachelor's degree in business, operations, or a related field
• 5+ years of business experience, in the SaaS industry ideally in a GTM role
• 3+ years of program or projectmanagement experience, with a proven track recordof delivering cross-functional, complex initiatives involving multiple stakeholders
• Exceptional written and verbal communication skills, with experience presenting to executive audiences
• Strong organizational, analytical, and problem-solving skills, with sound decision-making abilities
• Familiaritywith project management and collaboration tools (e.g., Monday, Smartsheet, Jira, Confluence)
• Proven ability to operate autonomously, take initiative, and drive programs forward in a fast-paced, high-growth SaaS environment

Responsibilities

• Lead Strategic Programs : Drive high-priority initiatives from planning to delivery, ensuring they deliver measurable impact on customer experience, retention, and business growth
• Enable Cross-Functional Success: Partner with Customer Success, Sales, Systems, andProduct teams to ensure seamless execution and alignment across functions
• Plan, Govern & Communicate: Define program scope, success metrics, timelines, and tracking methods, ensuring regular communication with stakeholders to drive alignment and accountability
• Escalate & Resolve Critical Issues : Escalate high-priority issues to ensure prompt resolution and capture lessons learned to drive continuous improvement
• Operational Excellence: Create and maintain documentation, workflows, and reporting frameworks to drive consistency, scalability, and transparency
• Change Management : Facilitate adoption of new processes, tools, and programs across cross-functional teams
• Process Optimization : Identify opportunities for automation, efficiency gains, and adoption of best practices
• Data-Driven Insights: Analyze program data and KPIs to measure performance, identify trends, and recommend improvements. Build feedback loops with internal teams and customers to continually refine and optimize programs

Preferred Qualifications

• Proficiency in data analysis and reporting; experience with CS tools (e.g., Gainsight, Zendesk, Salesforce, etc.) is a plus
• Experience with process improvement methodologies (Lean, Six Sigma, etc.) is a plus

Benefits

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