About this Customer Success Manager role at Restaurant365
How you'll add value:
Customer Relationship & Lifecycle Management
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Own and manage a book of business from post-sale hand-off through renewal and expansion.
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Serve as the customer's primary point of contact and Restaurant365 “success orchestrator,” directing them to the right resource for the situation — Sales for growth opportunities, Helpdesk for quick support, R365 Academy/Support Center for self-service training, Professional Services for paid engagements, and your CSM Manager or a Solution Architect for solution design questions.
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Lead CSM Intro/Kickoff meetings for newly assigned accounts to establish the relationship, roles, and definition of success.
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Maintain a consistent touchpoint cadence (approximately every 30–60 days) and lead Business Impact Reviews to track progress against goals and demonstrate value.
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Ensure delightful customer experiences across all stages of the customer journey.
Adoption, Retention & Risk Management
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Build and maintain success plans for your accounts; complete quarterly health evaluations for standard-support accounts.
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Monitor customer health, product usage, and sentiment to proactively identify and mitigate churn risk.
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Own escalations for your book of business: acknowledge within SLA, lead internal alignment, and drive issues to resolution in partnership with Support, Product, and CS leadership.
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Support the churn/cancellation process, including save attempts using Risk Playbooks and submission of the Churn Request Form when a save isn't possible.
Renewals & Growth
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Own and maintain renewal forecasting fields for your book of business.
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Identify and refer expansion, cross-sell, and upsell opportunities to the Sales team.
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Partner with Sales on account growth conversations and support execution of expansion opportunities.
Cross-Functional Collaboration & Systems of Record
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Maintain accurate and timely records in Salesforce and Gainsight, including risk fields (Risk Status, Risk Reason, Risk Notes, At-Risk Products) on a weekly cadence, applicable Risk/Save Playbooks, engagement types, health scores, and account notes.
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Participate in team meetings, trainings, and process initiatives that support a scalable, consistent Customer Success motion.
Product & Industry Knowledge
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Develop and maintain strong working knowledge of the R365 platform to guide customers on adoption and best practices.
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Share relevant restaurant operations and industry best practices to help customers get more value from R365.
Other duties as assigned.
What you'll need to be successful in this role:
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2–4 years of experience as a Customer Success Manager, Account Manager, or in a similar client-facing role, preferably at a SaaS company.
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Experience with, or working knowledge of, accounting and/or restaurant hospitality operations is a plus.
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Comfortable managing a high-volume portfolio of accounts and multiple, competing priorities.
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Clear, professional communicator, comfortable presenting to customer stakeholders, including C-Suite.
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Working knowledge of Salesforce or another CRM.
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Proficient in Microsoft Office (Outlook, Excel, Word, and PowerPoint).
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Working knowledge of AI tools, including incorporating AI into daily work, including building agents where applicable.
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Efficient and timely with deadlines and deliverables.
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Strong organizational and time-management skills; able to work independently with general supervision.
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Solid technical aptitude, with experience communicating across multiple platforms.
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Ability to travel up to 10%.
PREFERRED QUALIFICATIONS
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Previous Gainsight experience or experience with another customer success management platform.
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Previous Monday.com experience or other project management software.
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Previous Freshdesk experience or other ticket management software.
Benefits and Compensation
DYN365, Inc d/b/a Restaurant365 is an equal opportunity employer.
