Senior Manager of Customer Success, Restaurant365

• 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

Desirable

• 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
• 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
• 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