The Senior Manager, Customer Success is responsible for the overall success of our Enterprise Customers, post implementation. Responsibilities include overseeing and mentoring a team of Enterprise Customer Success Managers, who strive for retention, adoptions, and key metrics such as customer health and NPS. The Senior Manager, Customer Success will work cross-functionally with key teams such as Sales, Customer Experience, CS Operations, Support, Product and Development as the voice of the end user to support success goals.
Key Competencies- 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.
- 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.
- 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.
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.
- Other duties as assigned.
What you'll need to be successful in this role: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
- 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.
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.$116,000 - $174,000 a year
Internal Employees - R365 is committed to growing talent from within. If you see a role that excites you and you meet the qualifications, we encourage you to apply -regardless of your current location or work arrangement. Reach out to your People Business Partner if you have questions.
