Develop long-term relationships customers leading to high adoption, retention, and customer satisfaction.
Ensure delightful experiences for clients in your portfolio during all stages of the customer journey.
Strategize with customer to meet and exceed their target goals and ROI.
Handle escalations and work cross departmentally to issue resolution.
Set, drive and guide project expectations with executive stakeholders.
Facilitate change management across key stakeholders and roles.
Ensure customers are successful with the product post onboarding. Product knowledge is a must.
Partner with the Sales team on expansion and growth opportunities.
Infuse clients with Industry best practices to help them grow and thrive.
Facilitate client meetings.
Tracking and drive key client metrics such as usage, health, CSAT, and net promoter scores.
Responsible for reaching assigned targets for customer KPI’s and customer retention.
Track product enhancements and provided timelines specific to customers in your portfolio and ensure transparent communication with stakeholders.
Maintain healthy Salesforce and Gainsight records.
Subject matter expert in the R365 platform.
Participate and lead sessions at user groups and client facing webinars.
Other duties as assigned.
5+ plus years of experience as a Customer Success Manager or equivalent in SaaS based company.
2-3 years of experience in accounting and or restaurant hospitality or equivalent.
Previous experience implementing and or supporting Restaurant 365 software.
Ability to travel 15%.
Proficient in Microsoft Office; Outlook, Excel, Word, and PowerPoint.
Clear communicator with a professional presence.
The ability to manage multiple complex projects at the same time.
Proficient in Salesforce or other CRM.
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.
Previous Gainsight experience or other customer success management platform
Previous Monday.com experience or other project management software
Previous Freshdesk experience or other ticket management software
Restaurant365 is the leading back-of-house accounting, inventory, workforce management, and payroll solution developed specifically for the restaurant industry. R365’s all-in-one restaurant management platform simplifies day-to-day management for leaders at all levels, empowering them to control food costs, optimize labor, and improve guest experiences. Restaurant365’s cloud-based architecture and robust integrations allow it to connect to hundreds of POS providers, vendors, and banks, providing accurate, timely reporting that offers a complete view of the business and where managers can take meaningful action.
We are a remote friendly company headquartered in Irvine, California with an office in Austin, Texas. Our people-first culture is committed to diversity, belonging, and equal opportunities for all. With a robust benefits offering, including lucrative wellness options, it’s important that members of the R365 community are feeling good, doing great work, and living their best lives.
We have the honor of being named a Top Workplace by several publications, including the Orange County Register and the Austin American-Statesman, for four consecutive years. With a record 55 G2 badges awarded in 2024, R365 is looking forward to helping our customers reach new heights as we continue growing and adding value to their businesses.
Trusted by over 40,000 restaurants nationwide, our team has been working to shape the future of the hospitality industry and help restaurants thrive since we launched in 2011. Restaurant365 is backed by Bessemer Venture Partners, ICONIQ, KKR, L Catterton, and Serent Capital.
For more information, please visit restaurant365.com or email sales@restaurant365.com.
