Restaurant365 is hiring a
Senior Customer Success Manager

Summary

The Senior Customer Success Manager role at Restaurant365 involves managing long-term customer relationships, ensuring high adoption, retention, and satisfaction, handling escalations, setting project expectations, and facilitating change management. The candidate should have a minimum of 2 years of experience as a Customer Success Manager or equivalent in a SaaS company, along with experience in accounting and/or restaurant hospitality. Previous experience implementing and supporting Restaurant365 software is preferred. Benefits include a salary range of $75K-$80K + Bonus/Commission, comprehensive medical benefits, 401k + matching, equity option grant, unlimited PTO + Company holidays, and wellness initiatives.

Requirements

• 2+ plus years of experience as a Customer Success Manager or equivalent in a 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

Responsibilities

• Develop long-term relationships with 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 customers 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
• Participate and lead sessions at user groups and client facing webinars

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

Benefits

• Salary range of $75K-$80K + Bonus/Commission
• Comprehensive medical benefits, 100% paid for employee
• 401k + matching
• Equity Option Grant
• Unlimited PTO + Company holidays
• Wellness initiatives