Senior Customer Success Manager

📋 Description

• • Own the end-to-end success of Restaurant365’s most strategic restaurant groups, acting as the single point of accountability for adoption, retention, and expansion across a portfolio worth millions in ARR.
• • Build and nurture C-suite relationships with CFOs, Controllers, and multi-unit operators, translating their financial and operational goals into a tailored success roadmap that drives measurable ROI within the first 90 days.
• • Lead quarterly business reviews (QBRs) and executive steering committees, presenting data-driven insights on cost savings, labor efficiency, and real-time reporting gains achieved through the R365 platform.
• • Orchestrate cross-functional initiatives with Sales, Onboarding, Product, and Support teams to accelerate time-to-value, resolve escalations in <24 hours, and deliver seamless change management during new rollouts, acquisitions, or menu launches.
• • Design and execute adoption campaigns that move customers from basic bookkeeping to advanced modules—AP automation, inventory, scheduling, and business intelligence—resulting in 20%+ increases in user engagement and module attach rates.
• • Monitor health scores, usage telemetry, NPS, and CSAT daily in Gainsight; proactively intervene with success plans, training webinars, and onsite visits to ensure every account stays green and renewal risk is mitigated early.
• • Serve as the voice of the customer in Product roadmap sessions, translating field feedback into 30+ feature enhancements per year and providing transparent timelines to stakeholders to maintain trust and excitement.
• • Partner with Sales on expansion opportunities—multi-year renewals, additional locations, new franchises—leveraging deep product expertise and ROI stories to close deals 40% faster than industry benchmarks.
• • Mentor junior CSMs and lead best-practice workshops at national user groups, webinars, and industry conferences, elevating the entire team’s ability to deliver “Best in Class” service.
• • Maintain pristine data hygiene in Salesforce and Gainsight, ensuring forecasts, renewal dates, and success plans are always accurate for leadership reporting and board-level visibility.
• • Travel up to 15% to high-value customer sites for kickoffs, training sessions, and executive workshops, turning every visit into a strategic growth conversation.
• • Champion restaurant-industry best practices—food cost controls, labor law compliance, multi-location consolidations—so customers view you as an indispensable extension of their finance and ops teams.