Enterprise Customer Success Manager, Restaurant365
Named Accounts
$78.8-118.2k
+ Bonus + Equity Option Grant
Restaurant management software
Be an early applicant
Restaurant management software
1001+ employees
Be an early applicant
$78.8-118.2k
+ Bonus + Equity Option Grant
1001+ employees
Company mission
To help restaurants increase sales control food costs, and optimize labor.
Role
Who you are
- 3–5+ years in a B2B SaaS Customer Success Manager or Account Management role, preferably in vertical SaaS or complex, multi-stakeholder environments
- Experience working with multi-location or franchise restaurant groups or adjacent industries (hospitality, retail) is strongly preferred
- Restaurant365 experience strongly preferred (as a user, implementer, or advisor), or hands-on experience with a comparable restaurant back-office / workforce platform
- Demonstrated success owning renewal and expansion outcomes for a portfolio of mid-to-large ARR customers, with clear stories of risk mitigation and growth
- Comfortable using data and dashboards (operational metrics, usage data, financial outcomes) to drive decisions and customer conversations
- Hands-on experience with CS and GTM tools (e.g., Salesforce, Gainsight, Gong, Freshdesk, Monday.com, Domo or similar)
- AI & Automation Skills
- Demonstrated ability to use AI-powered tools (e.g., meeting summarization, content generation, automated playbooks) to:
- Streamline prep and follow-up for customer meetings
- Create tailored, on-brand communications at scale
- Identify patterns in customer behavior and surface next-best actions
- Comfortable experimenting with automation (workflows, rules, sequences) and measuring the impact on coverage, efficiency, and outcomes
- Mindset & Behaviors
- Strategic and hands-on: equally comfortable in executive-level discussions and deep configuration/adoption work
- Bias for action in ambiguous situations, with a track record of learning and iterating quickly
- Strong written and verbal communication, capable of simplifying complex technical and financial topics for diverse stakeholders
- Collaborative and resilient; brings solutions-oriented thinking to cross-functional work and customer escalations
What the job involves
- The Customer Success Manager, Enterprise is responsible for driving long-term retention and growth across a portfolio of high-value Enterprise accounts ($50k+ ARR) with dedicated, high-touch coverage
- You will act as a trusted advisor to restaurant and hospitality executives and operators, ensuring they realize measurable ROI from Restaurant365’s platform, including Accounting, Operations, Workforce, Payroll/HR, and BI solutions
- You own account outcomes across adoption, renewal, and expansion, leveraging data, executive engagement, and cross-functional coordination to deliver Gross and Net Annual Retention targets for your book of business
- Customer Leadership & Value Realization
- Become a primary strategic partner to finance, operations, and brand leaders within each account, building multi-threaded relationships across executives, operators, and back-office teams
- Co-create and maintain Customer Success Plans that connect R365 capabilities to concrete business outcomes (labor, food cost, speed to close, AP automation, visibility, etc.)
- Lead Business Impact Reviews (BIRs) and Executive Business Reviews (EBRs) on a regular cadence, telling a data-backed ROI story, highlighting adoption wins/gaps, and aligning on a 6–12 month roadmap and expansion opportunities
- Translate product capabilities into restaurant-relevant narratives for owners, CFOs, franchise leaders, and GMs, grounded in KPIs like prime cost, food cost %, labor %, and location-level profitability
- Account Health, Risk Management & Forecasting
- Own the health and risk profile of your portfolio, ensuring accurate health/risk scores, documented reasons, and active mitigation plans for at-risk customers
- Run intentional risk plays for at-risk accounts (e.g., implementation stalls, product gaps, expectation gaps) in partnership with AEs, Support, Product, and Services
- Maintain a reliable renewal forecast, with the majority of renewals forecast ≥90 days before term and minimal surprise churn within 60 days of renewal
- Use R365, Gainsight, Salesforce, Domo, Gong, and dashboards to monitor usage, module adoption, and financial outcomes, and to prioritize actions across your portfolio
- Executive & Cross-Functional Leadership
- Orchestrate cross-functional teams across Sales, Implementation, Support, Product, Billing, and Professional Services to resolve issues, advance strategic initiatives, and deliver on customer outcomes
- Co-own expansion strategy with AEs—surfacing Customer Success Qualified Leads (CSQLs), shaping deals to align with customer strategy, and ensuring smooth execution and adoption post-sale
- Partner with Product and CS leadership to bring structured customer feedback (e.g., gaps in workflows, UX, reporting) that influences roadmap and go-to-market motions
- AI-, Data- & Automation-Enabled Customer Success
- Use AI and automation (e.g., Gong insights, Gainsight rules/CTAs, R365 reporting and alerts, templated playbooks) to:
- Scale BIR/EBR prep and follow-up
- Generate health and risk insights from product usage and financial data
- Automate low-touch communications (e.g., success plan nudges, value summaries, renewal reminders)
- Continuously refine portfolio operating rhythms, cadences, and workflows to increase coverage and impact per CSM using automation and orchestration tools (Gainsight, SFDC, Monday.com, Domo, etc.)
- Operating Discipline & Internal Contribution
- Maintain high-quality CRM and Gainsight hygiene (health scores, success plans, timelines, risk notes, activities) that gives leadership and partners a true, near-real-time view of your portfolio
- Contribute to CSM enablement by sharing templates, playbooks, EBR decks, and best practices, and by contributing to org-wide improvements in tools and processes
Our take
Restaurant management can be rather outdated, often relying on spreadsheets and physical receipts. Restaurant365 develops all-in-one management software solutions for the restaurant industry, encompassing accounting, analytics, staff, and inventory management within its toolkit.
Restaurant365’s customer base isn’t just restaurants though, it’s software attracts accounting firms that work with restaurants as well as small eateries and large franchises. It’s expansive customer base is reflected in the amount of funding that it has received since its founding in 2011, now making it a verified Unicorn.
Restaurant365’s most recent round of funding came in 2024, and its $175 million will be invested into further enhancing its product. The company's success is unprecedented, as most would bet that restaurant industries post-pandemic would struggle to get back on their feet. Restaurant365 defied expectations though, and actually turned out to be the company that COVID-hit restaurants relied on to keep their heads above water. This goes some way to explain the success of Restaurant365, which is a proven aid for the ailing dining industry.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
118% employee growth in 12 months
Company
Funding (last 2 of 5 rounds)
May 2024
$175m
GROWTH EQUITY VC
May 2023
$135m
LATE VC
Total funding: $437.5m
Company benefits
- Fully Covered Health Insurance: R365 provides comprehensive medical, dental, and vision coverage—100% paid for full-time employees.
- Flexible Time Off: Recharge when you need, so you can stay energized and focused.
- 401k with employer math.
- Stock options to purchase equity.
- Health Savings and Flexible Spending Accounts.
- Employee discount programs to lifestyle vendors and servcies.
- Annual learning and development reimbursement.
- Access to LinkedIn Learning.
- Employee recognition and TIP program.
- Fertility guidance and support.
- Online legal solutions.
- Paid parental leave.
- Disability insurance.
- Pet and life insurance.
- Wellness programs.
- Health concierge and support.
- Meditation and mindfulness courses.
- Gym discounts and virtual fitness classes.
Company HQ
East Irvine, Irvine, CA
Leadership
Tony Smith
(Co-Founder & CEO)Previously on the Board of Directors at Dynamic Methods. Before that, they were a Director of Services there.
Morgan Harris
(Co-Founder & Chief Customer Advocate)Previously Partner and Co-Founder at Dynamic Methods, Account Executive/Senior Consultant at Foreshock and Auditor at PriceWaterhouseCoopers.
John Moody
(Co-Founder, Chief Strategist & Board Member)Previously CRM Managing Partner and Board Member at Dynamic Methods.
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