Senior Customer Success Manager

Summary

Join Restaurant365 as a Senior Customer Success Manager and cultivate lasting relationships with key clients. You will act as a trusted advisor, ensuring high customer satisfaction and maximizing ROI through strategic product adoption. This role involves collaborating with various teams, handling escalations, and driving key client metrics. Success in this position requires proven experience in customer success management within a SaaS environment, particularly within the accounting or restaurant industry. Restaurant365 offers a competitive salary, comprehensive benefits, and a dynamic work environment.

Requirements

• 2+ 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
• Strong technical aptitude with experience communicating across multiple platforms

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
• Track and drive key client metrics such as usage, health, CSAT, and net promoter scores
• Responsible for reaching assigned targets for customer KPIs 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
• Subject matter expert in the R365 platform
• Participate and lead sessions at user groups and client-facing webinars
• Other duties as assigned

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 $70K-$98K + Bonus/Commission
• Comprehensive medical benefits, 100% paid for employee
• 401k + matching
• Equity Option Grant
• Unlimited PTO + Company holidays
• Wellness initiatives