Director of Customer Success Management, Restaurant365

• This role is ideal for a leader with a passion for building high-performing teams, deepening customer relationships, and operationalizing success at scale
• 15+ years of experience in Customer Success, Account Management, or a similar customer-facing role
• 10+ years in a leadership role managing people managers or senior individual contributors
• Proven track record of driving customer retention and growth in a SaaS or recurring revenue business
• Strong analytical, operational, and communication skills
• Experience scaling CS processes and teams in a high-growth environment
• Proficiency with CS tools (e.g., Gainsight, Zoom, Gong) and CRM platforms (e.g., Salesforce)

Desirable

• The strategic and people-first Director of Customer Success Management will lead a team of CSMs responsible for driving customer outcomes, satisfaction, retention, and growth
• Leadership & Team Management: Hire, onboard, mentor, and retain a team of high-performing Customer Success Managers (CSMs)
• Establish clear performance expectations, goals, and career development paths for CSMs; foster a collaborative, accountable, and customer-centric team culture
• Customer Strategy & Relationship Management: Develop and implement scalable strategies to ensure customer satisfaction, retention, and expansion; act as an executive sponsor for strategic accounts as needed; ensure CSMs are effectively managing renewals, risk mitigation, and expansion opportunities
• Operational Excellence: Design and optimize the customer success playbook, including onboarding, QBRs, health scoring, and success plans
• Collaborate with CS Ops to measure team performance and customer outcomes; leverage tools (e.g., Gainsight, Salesforce) to drive efficiency, visibility, and automation
• Cross-functional Collaboration: Partner closely with Sales, Product, Support, Marketing, RevOps, and Finance to ensure a seamless customer journey
• Provide customer feedback to product and engineering teams to influence roadmap priorities; work with CS Ops and finance on forecasting renewals and upsell pipeline
• Strategic Impact: Own key metrics including Net Revenue Retention (NRR), Gross Retention, CSAT, and Time-to-Value; develop executive-level reporting for internal stakeholders
• Lead strategic initiatives that enhance the customer lifecycle and drive long-term loyalty
• Other duties as assigned