Senior Customer Success Manager

About the role

As a Senior Customer Success Manager, you will manage the long-term customer relationship by becoming a trusted advisor to some of our most strategic customers. You will work with executive stakeholders and champions to provide a high level of service and ensure the most ROI for customers by ensuring they execute thoughtful product adoption across their organization. You will work cross-functionally by partnering with the sales, onboarding, and product teams.

Responsibilities

• Develop long-term relationships with 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 customers to meet and exceed their target goals and ROI.
• Handle escalations and work cross-departmentally to resolve issues.
• 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.
• 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.
• Track and drive key client metrics such as usage, health, CSAT, and net promoter scores.
• Responsible for reaching assigned targets for customer KPIs and customer retention.
• Track product enhancements and provide timelines specific to customers in your portfolio, ensuring transparent communication with stakeholders.
• Maintain healthy Salesforce and Gainsight records.
• Serve as a subject matter expert in the R365 platform.
• Participate and lead sessions at user groups and client-facing webinars.
• Other duties as assigned.

Requirements

• 5+ years of experience as a Customer Success Manager or equivalent in a SaaS-based company.
• 2-3 years of experience in accounting and/or restaurant hospitality or equivalent.
• Previous experience implementing and/or supporting Restaurant365 software.
• Ability to travel 15%.
• Proficient in Microsoft Office: Outlook, Excel, Word, and PowerPoint.
• Clear communicator with a professional presence.
• Ability to manage multiple complex projects simultaneously.
• Proficient in Salesforce or other CRM.
• Efficient and timely with deadlines and deliverables.
• Strong organization and time-management skills.
• 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.
• Previous Monday.com experience or other project management software.
• Previous Freshdesk experience or other ticket management software.

Benefits

• Comprehensive medical benefits, 100% paid for employee.
• 401k + matching.
• Equity Option Grant.
• Unlimited PTO + Company holidays.
• Wellness initiatives.

Pay

This position has a salary range of $96,400 - $144,600 + Bonus. 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.

Schedule

This role is hybrid, balancing flexibility with the value of in-person collaboration. Employees are expected to work onsite each Tuesday and Wednesday.