{"@context":"https://schema.org","@type":"JobPosting","directApply":"https://schema.org/False","title":"Director, Customer Success Management","description":"

Restaurant365 is a SaaS company disrupting the restaurant industry! Our cloud-based platform provides a unique, centralized solution for accounting and back-office operations for restaurants. Restaurant365’s culture is focused on empowering team members to produce top-notch results while elevating their skills. We’re constantly evolving and improving to make sure we are and always will be “Best in Class” ... and we want that for you too!

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. This role is ideal for a leader with a passion for building high-performing teams, deepening customer relationships, and operationalizing success at scale.

How you'll add value:

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

What you'll need to be successful in this role:

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)
PREFERRED QUALIFICATIONS
Experience using AI tools to build programs at scale
MBA or other relevant advanced degree
Executive presence and ability to influence C-suite customers

R365 Team Member Benefits & Perks

This position has a salary range of $144,720-$217,080 + Bonus. 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

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