Senior Customer Success Manager

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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:

• 2+ 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 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

R365 Team Member Benefits & Compensation

• This position has a salary range of $70K-$98K + Bonus/Commission. 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 employee
• 401k + matching
• Equity Option Grant
• Unlimited PTO + Company holidays
• Wellness initiatives


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