Senior Manager, Customer Success

As a Senior Manager of Customer Success at Restaurant365, you'll have a multifaceted role that includes overseeing a team of Customer Success Managers, ensuring customer satisfaction and retention, and leading strategies for driving the adoption of our SaaS platform. You'll build strong relationships with enterprise customers, manage key performance indicators, and collaborate cross-functionally to advocate for customer needs throughout the organization.

To qualify for the Senior Manager, Customer Success role at Restaurant365, candidates should have a bachelor's degree (master’s degree or relevant certification is a plus) and over 10 years of experience in customer-facing roles, particularly within customer success or account management. Proven leadership skills and experience supporting enterprise customers in a SaaS environment are essential.

Restaurant365 provides extensive support for the Senior Manager of Customer Success through a collaborative environment that prioritizes professional growth. You will have access to training, resources for mentoring your team, and the opportunity to contribute to strategy development aimed at improving customer success programs and metrics.

The career growth path for a Senior Manager of Customer Success at Restaurant365 is promising. You will gain critical experience leading a team and shaping customer success strategies which are essential for higher executive roles in customer experience and operations within the organization, setting the stage for advanced career opportunities.

Restaurant365 values its team and offers a robust benefits package for the Senior Manager of Customer Success, including a competitive salary range of $145,000 - $174,000, comprehensive medical benefits, a 401k plan with matching, unlimited PTO, wellness initiatives, and equity options. This reflects our commitment to equitable pay and employee well-being.

In prioritizing tasks, I focus on aligning team goals with our overall customer success metrics. I encourage open communication with my team to identify urgent customer needs while also keeping long-term objectives in sight. Employing performance tracking tools helps ensure we stay on course.

Absolutely! In my previous role, I implemented a customer feedback loop that deeply analyzed customer health metrics. By partnering with other departments, we developed customized solutions that directly addressed pain points, leading to a significant decrease in churn and an increase in customer satisfaction scores.

Building strong relationships starts with understanding the stakeholders' needs. I regularly engage them through check-ins, user forums, and providing actionable insights. By being proactive and genuinely invested in their success, I can facilitate trust and long-term collaboration.

I believe metrics such as Net Promoter Score (NPS), customer health scores, and adoption rates are vital. They provide a quantitative measure of customer satisfaction, engagement, and overall success with our product, helping us identify both strengths and areas for improvement.

Handling escalated issues requires empathy and a structured approach. I prioritize prompt communication and thorough investigation to understand the root causes. I work collaboratively with my team to find solutions, ensuring the customers feel heard and that we are committed to resolving their concerns.

In my past roles, I have implemented platforms like Gainsight and Salesforce to streamline customer interactions and data management. These tools enable better tracking of customer health and facilitate effective communication, ultimately enhancing the customer journey.

My coaching approach is centered on active listening and personalized development. I work with each team member to identify their strengths and areas for growth, providing them with targeted resources and opportunities to elevate their skills and confidence.

I stay informed by attending industry conferences, participating in webinars, and being active in professional networks. Additionally, reading articles and case studies helps me remain on the cutting edge of trends and best practices, which I can then integrate into our strategies.

Successful customer success managers need strong relational skills, the ability to analyze data for decisions, and a knack for problem-solving. Also, possessing empathy to understand client perspectives and being adaptable in a dynamic environment are crucial for thriving in this role.

I am drawn to Restaurant365's commitment to innovation within the restaurant industry and the strong team culture focused on empowerment and growth. The opportunity to lead a team dedicated to enhancing customer success aligns perfectly with my passion for driving customer satisfaction and retention.