Customer Success Manager

As a Customer Success Manager, you will own a portfolio of Restaurant365 customers and be their trusted point of contact throughout the post-sale lifecycle. You will drive product adoption, manage risk, and support renewal and expansion outcomes across your book of business, acting as the customer's “success orchestrator” by connecting them to the right internal resources at the right time. You will partner closely with Sales, Support, Onboarding/Implementation, and Product to deliver a consistent, proactive experience and help customers realize ROI from the R365 platform.

How you'll add value:

Customer Relationship & Lifecycle Management

• Own and manage a book of business from post-sale hand-off through renewal and expansion.

• 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.

• Lead CSM Intro/Kickoff meetings for newly assigned accounts to establish the relationship, roles, and definition of success.

• Maintain a consistent touchpoint cadence (approximately every 30-60 days) and lead Business Impact Reviews to track progress against goals and demonstrate value.

• Ensure delightful customer experiences across all stages of the customer journey.

Adoption, Retention & Risk Management

• Build and maintain success plans for your accounts; complete quarterly health evaluations for standard-support accounts.

• Monitor customer health, product usage, and sentiment to proactively identify and mitigate churn risk.

• 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.

• 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

• Own and maintain renewal forecasting fields for your book of business.

• Identify and refer expansion, cross-sell, and upsell opportunities to the Sales team.

• Partner with Sales on account growth conversations and support execution of expansion opportunities.

Cross-Functional Collaboration & Systems of Record

• 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.

• Participate in team meetings, trainings, and process initiatives that support a scalable, consistent Customer Success motion.

Product & Industry Knowledge

• Develop and maintain strong working knowledge of the R365 platform to guide customers on adoption and best practices.

• 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:

• 2-4 years of experience as a Customer Success Manager, Account Manager, or in a similar client-facing role, preferably at a SaaS company.

• Experience with, or working knowledge of, accounting and/or restaurant hospitality operations is a plus.

• Comfortable managing a high-volume portfolio of accounts and multiple, competing priorities.

• Clear, professional communicator, comfortable presenting to customer stakeholders, including C-Suite.

• Working knowledge of Salesforce or another CRM.

• Proficient in Microsoft Office (Outlook, Excel, Word, and PowerPoint).

• Working knowledge of AI tools, including incorporating AI into daily work, including building agents where applicable.

• Efficient and timely with deadlines and deliverables.

• Strong organizational and time-management skills; able to work independently with general supervision.

• Solid technical aptitude, with experience communicating across multiple platforms.

• Ability to travel up to 10%.

PREFERRED QUALIFICATIONS

• Previous Gainsight experience or experience with another customer success management platform.

• Previous Monday.com experience or other project management software.

• Previous Freshdesk experience or other ticket management software.

Benefits and Compensation

We also offer a comprehensive benefits package.

Benefit options include:

• Law Benefits
• Major Medical Insurance
• Dental Insurance
• Vision Insurance
• Life Insurance
• Meal Vouchers
• 30-day Christmas bonus
• Saving Fund
• And more!

This 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, Wednesday, and Thursday.