Senior Customer Success Manager

Irvine, CA, Austin, TX, San Francisco Bay Area, CA, Denver, COCustomer Success – Customer Success Management /Full Time /HybridRestaurant365 is a SaaS company disrupting the restaurant industry! Our cloud-based platform provides aunique, 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!TheSenior Manager,Customer Successis responsiblefor the overall success of ourEnterpriseCustomers, post implementation. Responsibilities includeoverseeingand mentoringateam of EnterpriseCustomer Success Managers,who strive forretention, adoptions,andkeymetricssuch as customer health and NPS. TheSenior Manager, Customer Successwill 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 resultforEnterpriseCustomer SegmentManaging Customer Retention & Churn Hold CSM’s accountable for team KPI’s and company OKRs.Assist with User Groups, Webinars and User Forums.Identify opportunities for Professional Services offered by R365, Advantage, and RadarManaging credits requestsand resolvingescalated Issues.Manage customer programs and outreach initiatives.Manage team expense reports and time off requests.Provide industry, accounting, and solution expertise to the entire organization.Other duties as assigned.What you'll need to be successful in this role: QUALIFICATIONSBachelor's degree or equivalent,Master’sdegree or relevant certification a plus10+ years in a customer facing rolein customer success, account management or related rolesA proven track record as aSenior ManagerofCustomer Success ManagersExperience supporting and maintainingEnterprisecustomers in a SAAS platformAbility to travel 25%Knowledgeable in all areas of a scalable, delightful customer JourneyStrong understanding of all platforms and tools used by the team andcanexplain them for best practice use. Very organized, detail oriented, and analyticalCollaborative and flexible working style. Ability to teach and coach effectively.Efficient and timely with deadlines and deliverables. Strong organization and time-management skills. The ability to work independently without supervision.Salesforce experience.PREFERRED QUALIFICATIONSPrevious Gainsight experience or other customer success management platformPrevious Monday.com experience or other project management softwareR365 Team Member Benefits & CompensationThis position has a salary range of $116,000 - $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 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.$116,000 - $174,000 a yearInternal 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.