About this Senior Manager, Customer Success role at Restaurant365
Restaurant365 is transforming how restaurants run their businesses. Today, we help more than 50,000restaurant locations manage their finances, operations, and people. As AI changes what's possible, we’re reimagining how restaurant back offices operate—automating routine work, helping teams make better decisions, and giving restaurant leaders more time to focus on growing their businesses.
We're transforming how we work, too. AI is changing how we build products, solve problems, and deliver results for our customers. We're embracing new ways of working, moving faster, and creating opportunities for our people to make a greater impact.
At Restaurant365, our culture is built on ownership, collaboration, and continuous improvement. We believe in challenging ourselves, learning every day, and working together to achieve great results. We’re looking for people who are curious, take initiative, and want to grow while helping shape the future of an industry
The Senior Manager, Customer Success is responsible for the overall success of our Enterprise Customers, post implementation. Responsibilities include overseeing and mentoring a team of Enterprise Customer Success Managers, who strive for retention, adoptions, and key metrics such as customer health and NPS. The Senior Manager, Customer Success will 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 Competencies
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Team Leadership:
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Lead, mentor, and develop a team of customer success managers (CSMs).
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Set team goals, track performance, and provide regular feedback.
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Conduct performance reviews and career development planning.
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Customer Relationship Management:
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Build and maintain strong relationships with key customer stakeholders, including executives, department heads, and end-users.
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Proactively identify and address customer needs and concerns.
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Ensure customer satisfaction and drive customer loyalty.
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Customer Success Strategy:
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Develop and implement customer success strategies to drive adoption, retention, and growth.
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Monitor key customer success metrics and identify areas for improvement.
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Collaborate with sales, product, and engineering teams to ensure alignment and effective solutions.
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Operational Excellence:
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Ensure timely and effective delivery of customer success programs and initiatives.
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Manage customer success processes and tools.
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Identify and implement process improvements to enhance customer experience.
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Strategic Planning:
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Contribute to the development of overall customer success strategy and roadmap.
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Analyze customer data and insights to identify trends and opportunities.
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Advocate for customer needs and feedback within the organization.
- AI Implementation:
- Eagerness to use AI in your daily work and to bring your team along, backed by hands-on experience, a good sense of what generative AI can and can't do, and the judgment to verify its outputs.
- A track record of building AI skills in others and making AI part of how a team gets work done.
How you'll add value:
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Hire, guide, and develop a team of Customer Success Managers as well as leaders/ managers
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Motivate and lead team to achieve OKR's and deliver world class Gross & Net Retention result for Enterprise Customer Segment
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Managing Customer Retention & Churn
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Hold CSM’s accountable for team KPI’s and company OKRs.
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Assist with User Groups, Webinars and User Forums.
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Identify opportunities for Professional Services offered by R365, Advantage, and Radar
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Managing credits requests and resolving escalated Issues.
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Manage customer programs and outreach initiatives.
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Manage team expense reports and time off requests.
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Provide industry, accounting, and solution expertise to the entire organization.
- Build and scale repeatable AI workflows and automations across your team using approved tools.
- Coach team members to choose the right tool, refine their prompts, and review outputs for quality.
- Share successful practices, demonstrate measurable gains, and hold the team accountable for using AI in their work and meeting quality standards.
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Other duties as assigned.
What you'll need to be successful in this role:
QUALIFICATIONS
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Bachelor's degree or equivalent, Master’s degree or relevant certification a plus
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10+ years in a customer facing role in customer success, account management or related roles
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A proven track record as a Senior Manager of Customer Success Managers
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Experience supporting and maintaining Enterprise customers in a SAAS platform
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Ability to travel 25%
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Knowledgeable in all areas of a scalable, delightful customer Journey
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Strong understanding of all platforms and tools used by the team and can explain them for best practice use.
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Very organized, detail oriented, and analytical
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Collaborative and flexible working style.
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Ability to teach and coach effectively.
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Efficient and timely with deadlines and deliverables.
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Strong organization and time-management skills. The ability to work independently without supervision.
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Salesforce experience.
PREFERRED QUALIFICATIONS
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Previous Gainsight experience or other customer success management platform
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Previous Monday.com experience or other project management software
