Senior Manager - Customer Success

Salary Range: 116000 to 174000 (Currency: USD) (Pay period: per-year-salary)

Key Competencies

• Team Leadership:

• 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. 

 

• Operational Excellence:

• 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. 

 

• Strategic Planning:

• 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. 

 
• AI Implementation:
•  Eagerness to use AI in your daily work and to bring your team along, backed by hands-on experience, a good sense of what generative AI can and can't do, and the judgment to verify its outputs.
• A track record of building AI skills in others and making AI part of how a team gets work done. 

 

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.

• Build and scale repeatable AI workflows and automations across your team using approved tools.
• Coach team members to choose the right tool, refine their prompts, and review outputs for quality.
• Share successful practices, demonstrate measurable gains, and hold the team accountable for using AI in their work and meeting quality standards. 

• 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

• Ability to travel 25%

• 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.

• Salesforce experience.

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.