Senior Customer Success Manager

Austin, TX/Akron, Ohio/Irvine, CA / SF Bay Area/Northern CaliforniaCustomer Success – Customer Success Management /Full Time /HybridRestaurant365 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!As a Senior Customer Success Manager, you will manage the long-term customer relationship by becoming a trusted advisor to some of our most strategic customers. You will work with executive stakeholders and champions to provide a high level of service and ensure the most ROI for customers by ensuring the execute thoughtful product adoption across their organization. You will work cross functionally by partnering with the sales, onboarding, and product teams. How you'll add value: Develop long-term relationships 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 customer 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. Subject matter expert in the R365 platform. Participate and lead sessions at user groups and client facing webinars. Other duties as assigned. What you'll need to be successful in this role: 5+ plus years of experience as a Customer Success Manager or equivalent in 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. PREFERRED QUALIFICATIONSPrevious 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 R365 Team Member Benefits & CompensationThis position has a salary range of $96,400 - $144,600 + Bonus. 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 initiativesThis role is hybrid, balancing flexibility with the value of in-person collaboration. To support connection, partnership, and team effectiveness, employees are expected to work onsite each Tuesday and Wednesday.Internal Employees - R365 is committed to growing talent from within. If you see a role that excites you and you meet the qualifications, we encourage you to apply -regardless of your current location or work arrangement. Reach out to your People Business Partner if you have questions.DYN365, Inc d/b/a Restaurant365 is an equal opportunity employer.We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.