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Customer Success Manager

unlimited holidays - work from home

Remote:

Full Remote

Contract:

Full time

Salary:

67 - 75K yearly

Experience:

Senior (5-10 years)

Work from:

California (USA), United States

Offer summary

Qualifications:

3-5 years R365 platform experience, 5+ years in customer-facing role.

Key responsabilities:

Develop relationships for high retention
Manage customer experience and expectations
Track and improve customer health
Identify save opportunities and pass leads to sales team

Restaurant365 Computer Software / SaaS SME https://www.restaurant365.com/

201 - 500 Employees

See more Restaurant365 offers

Job 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!

*Please note, this position can be based in Irvine, CA, Austin, TX, or remote

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 $66,560-$75,000 + 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

R365 is an Equal Opportunity Employer and we encourage all forward-thinkers who embrace change and possess a positive attitude to apply.