Senior Manager, Customer Success
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
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Team Leadership:
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Lead, mentor, and develop a team of customer success managers (CSMs).
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Set team goals, track performance, and provide regular feedback.
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Conduct performance reviews and career development planning.
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Customer Relationship Management:
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Build and maintain strong relationships with key customer stakeholders, including executives, department heads, and end-users.
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Proactively identify and address customer needs and concerns.
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Ensure customer satisfaction and drive customer loyalty.
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Customer Success Strategy:
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Develop and implement customer success strategies to drive adoption, retention, and growth.
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Monitor key customer success metrics and identify areas for improvement.
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Collaborate with sales, product, and engineering teams to ensure alignment and effective solutions.
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Operational Excellence:
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Ensure timely and effective delivery of customer success programs and initiatives.
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Manage customer success processes and tools.
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Identify and implement process improvements to enhance customer experience.
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Strategic Planning:
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Contribute to the development of overall customer success strategy and roadmap.
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Analyze customer data and insights to identify trends and opportunities.
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Advocate for customer needs and feedback within the organization.
How you'll add value:
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Hire, guide, and develop a team of Customer Success Managers as well as leaders/ managers
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Motivate and lead team to achieve OKR's and deliver world class Gross & Net Retention result for Enterprise Customer Segment
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Managing Customer Retention & Churn
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Hold CSM’s accountable for team KPI’s and company OKRs.
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Assist with User Groups, Webinars and User Forums.
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Identify opportunities for Professional Services offered by R365, Advantage, and Radar
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Managing credits requests and resolving escalated Issues.
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Manage customer programs and outreach initiatives.
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Manage team expense reports and time off requests.
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Provide industry, accounting, and solution expertise to the entire organization.
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Other duties as assigned.
What you'll need to be successful in this role:
QUALIFICATIONS
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Bachelor's degree or equivalent, Master’s degree or relevant certification a plus
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10+ years in a customer facing role in customer success, account management or related roles
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A proven track record as a Senior Manager of Customer Success Managers
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Experience supporting and maintaining Enterprise customers in a SAAS platform
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Ability to travel 25%
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Knowledgeable in all areas of a scalable, delightful customer Journey
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Strong understanding of all platforms and tools used by the team and can explain them for best practice use.
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Very organized, detail oriented, and analytical
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Collaborative and flexible working style.
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Ability to teach and coach effectively.
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Efficient and timely with deadlines and deliverables.
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Strong organization and time-management skills. The ability to work independently without supervision.
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Salesforce experience.
PREFERRED QUALIFICATIONS
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Previous Gainsight experience or other customer success management platform
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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
DYN365, Inc d/b/a Restaurant365 is an equal opportunity employer.
Skills
As published by lever · 10 questions · 1 written answer
Basics
Resume/CV, Full name, Email, Phone, Current location, Current company, LinkedIn URL
Short answers (2)
- What is your annual salary requirement (in USD)?
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- Have you ever been employed by R365?
- Are you willing to undergo a background check, in accordance with local law and regulations?
- Are you currently authorized to work in the United States without employer sponsorship?
- Will you now or in the future require employer sponsorship to work in the United States?
- How did you hear about this opportunity?
- Are you currently located within commuting distance of Austin, TX; Irvine, CA; Palo Alto, CA; Denver, CO; or Akron, OH
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Written answers (1)
- What is your favorite restaurant?