{"@context":"https://schema.org","@type":"JobPosting","directApply":"https://schema.org/False","title":"Customer Success Manager","description":"

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 Customer Success Manager (CSM) will develop impactful relationships with our customers and work diligently to ensure each customer achieves a maximum lifetime value with our software. The role requires strong relationship building, product knowledge and business acumen to help restaurateurs overcome the complex challenges they face daily. Reporting to the Manager, Customer Success, the CSM will often work cross-departmentally to solve customer challenges and focus heavily on all efforts to retain the business. The Customer Success Manager is responsible for ensuring product adoption, retention, and growth post onboarding. The CSM will employ their knowledge of R365 and their customers to create success plans and provide delightful solutions. In addition to proactive and reactive customer reach out, the CSM will be responsible for tracking and driving customer health, Net Promoter Scores, and adding new features.

How you'll add value:

Develop long-term relationships with customers leading to high retention and customer satisfaction
Ensure customers are successful with the product following the launch date
Manage customer the customer experience and setting expectations
Responsible for tracking & driving customer health and Net Promoter Scores
Create playbooks & present calls to action
Responsible for reaching assigned targets for customer KPI’s
Continuously improve customer experience by proposing new processes and concepts
Participate in user groups and client facing webinars
Handle any product or full software attrition to identify save opportunities
Identify and pass leads to our Sales Growth team
Other duties as assigned

What you'll need to be successful in this role:

Previous experience with R365 platform
3 to 5 years of experience in accounting and/or restaurants
5 plus years of experience in a customer facing role
Ability to travel 10%
Proficient in Microsoft Office; Outlook, Excel, Word, and PowerPoint
Collaborative 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
Strong technical aptitude with experience communicating across multiple platforms
PREFERRED QUALIFICATIONS
Previous Gainsight experience or other customer success management platform preferred
Previous project management software experience preferred

R365 Team Member Benefits & Perks

This position has a salary range of $70,000-$98,000 + 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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