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Restaurant365 · 5 months ago

Director, Customer Success Management

United States

Full-time

Remote

Director/Executive

$145K/yr - $217K/yr

15+ years exp

Restaurant365 is a SaaS company disrupting the restaurant industry with its cloud-based platform for accounting and back-office operations. The Director of Customer Success Management will lead a team of Customer Success Managers to drive customer outcomes, satisfaction, retention, and growth, focusing on building high-performing teams and deepening customer relationships.

AccountingProductivity ToolsRestaurantsSaaSSoftware

Responsibilities

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

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

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

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

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

Qualification

Customer Success ManagementSaaS ExperienceLeadershipAnalytical SkillsCS Tools ProficiencyExecutive PresenceCommunication SkillsCross-functional Collaboration