Senior Manager, Customer Success

Key Competencies

• Team Leadership:
• Lead, mentor, and develop a team of customer success managers (CSMs).
• Set team goals, track performance, and provide regular feedback.
• Conduct performance reviews and career development planning.
• Customer Relationship Management:
• Build and maintain strong relationships with key customer stakeholders, including executives, department heads, and end-users.
• Proactively identify and address customer needs and concerns.
• Ensure customer satisfaction and drive customer loyalty.
• Customer Success Strategy:
• Develop and implement customer success strategies to drive adoption, retention, and growth.
• Monitor key customer success metrics and identify areas for improvement.
• Collaborate with sales, product, and engineering teams to ensure alignment and effective solutions.
• Operational Excellence:
• Ensure timely and effective delivery of customer success programs and initiatives.
• Manage customer success processes and tools.
• Identify and implement process improvements to enhance customer experience.
• Strategic Planning:
• Contribute to the development of overall customer success strategy and roadmap.
• Analyze customer data and insights to identify trends and opportunities.
• 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

• Hire, guide, and develop a team of Customer Success Managers as well as leaders/ managers
• Motivate and lead team to achieve OKR's and deliver world class Gross & Net Retention result for Enterprise Customer Segment
• Managing Customer Retention & Churn
• Hold CSM's accountable for team KPI's and company OKRs.
• Assist with User Groups, Webinars and User Forums.
• Identify opportunities for Professional Services offered by R365, Advantage, and Radar
• Managing credits requests and resolving escalated Issues.
• Manage customer programs and outreach initiatives.
• Manage team expense reports and time off requests.
• 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.
• Other duties as assigned.

Qualifications

• Bachelor's degree or equivalent, Master's degree or relevant certification a plus
• 10+ years in a customer facing role in customer success, account management or related roles
• A proven track record as a Senior Manager of Customer Success Managers
• Experience supporting and maintaining Enterprise customers in a SAAS platform
• Ability to travel 25%
• Knowledgeable in all areas of a scalable, delightful customer Journey
• Strong understanding of all platforms and tools used by the team and can explain them for best practice use.
• Very organized, detail oriented, and analytical
• 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.
• Salesforce experience.

Preferred Qualifications

• Previous Gainsight experience or other customer success management platform
• Previous Monday.com experience or other project management software

R365 Team Member Benefits & Compensation

• This position has a salary range of $116,000 - $174,000. 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

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 and Wednesday.