Senior Manager, Customer Success

Restaurant365 is a SaaS company disrupting the restaurant industry! Our cloud-based platform provides a unique, centralized solution for accounting and back-office operations for restaurants. Restaurant365’s culture is focused on empowering team members to produce top-notch results while elevating their skills. We’re constantly evolving and improving to make sure we are and always will be “Best in Class” ... and we want that for you too!The Senior Manager, Customer Success is responsible for the overall success of our Enterprise Customers, post implementation. Responsibilities include overseeing and mentoring a team of Enterprise Customer Success Managers, who strive for retention, adoptions, and key metrics such as customer health and NPS. The Senior Manager, Customer Success will work cross-functionally with key teams such as Sales, Customer Experience, CS Operations, Support, Product and Development as the voice of the end user to support success goals.Key CompetenciesTeam Leadership: Lead, mentor, and develop a team of customer success managers (CSMs); set team goals, track performance, and provide regular feedback; conduct performance reviews and career development planning. Customer Relationship Management: Build and maintain strong relationships with key customer stakeholders, including executives, department heads, and end-users; proactively identify and address customer needs and concerns; ensure customer satisfaction and drive customer loyalty. Customer Success Strategy: develop and implement customer success strategies to drive adoption, retention, and growth; monitor key customer success metrics and identify areas for improvement; collaborate with sales, product, and engineering teams to ensure alignment and effective solutions. Operational Excellence: ensure timely and effective delivery of customer success programs and initiatives; manage customer success processes and tools; identify and implement process improvements to enhance customer experience. Strategic Planning: Contribute to the development of overall customer success strategy and roadmap; analyze customer data and insights to identify trends and opportunities; advocate for customer needs and feedback within the organization. How you'll add value: Hire, guide, and develop a team of Customer Success Managers as well as leaders/ managers Motivate and lead team to achieve OKR's and deliver world class Gross Net Retention result for Enterprise Customer Segment Managing Customer Retention Churn Hold CSM’s accountable for team KPI’s and company OKRsAssist with User Groups, Webinars and User ForumsIdentify opportunities for Professional Services offered by R365, Advantage, and Radar Managing credits requests and resolving escalated IssuesManage customer programs and outreach initiativesManage team expense reports and time off requestsProvide industry, accounting, and solution expertise to the entire organizationOther duties as assignedWhat you'll need to be successful in this role: Bachelor's degree or equivalent, Master’s degree or relevant certification a plus 10+ years in a customer facing role in customer success, account management or related roles A proven track record as a Senior Manager of Customer Success Managers Experience supporting and maintaining Enterprise customers in a SAAS platform Ability to travel 25% Knowledgeable in all areas of a scalable, delightful customer Journey Strong understanding of all platforms and tools used by the team and can explain them for best practice useVery organized, detail oriented, and analytical Collaborative and flexible working styleAbility to teach and coach effectivelyEfficient and timely with deadlines and deliverablesStrong organization and time-management skills The ability to work independently without supervisionSalesforce experiencePREFERRED QUALIFICATIONSPrevious Gainsight experience or other customer success management platform Previous Monday.com experience or other project management software R365 Team Member Benefits & CompensationThis position has a salary range of $145,000 - $174,000. The above range represents the expected salary range for this position. The actual salary may vary based upon several factors, including, but not limited to, relevant skills/experience, time in the role, business line, and geographic location. Restaurant365 focuses on equitable pay for our team and aims for transparency with our pay practices. Comprehensive medical benefits, 100% paid for employee401k + matchingEquity Option GrantUnlimited PTO + Company holidaysWellness initiativesDYN365, Inc d/b/a Restaurant365 is an equal opportunity employer.Originally posted on Himalayas

Apply Now