Restaurant365 · 1 month ago
Digital Success Program Manager
United States
Full-time
Remote
Mid Level
$96K/yr - $145K/yr
3+ years expRestaurant365 is seeking a dynamic Program Manager to partner closely with the Senior Director of Digital & Scaled Customer Success in driving the next evolution of digital customer engagement and scaled success programs. This role is both strategic and operational, responsible for managing customer escalations, executing digital initiatives, and fostering cross-functional collaboration to enhance customer success.
AccountingProductivity ToolsRestaurantsSaaSSoftware
Responsibilities
Plan, execute, monitor, and control digital and operational programs from initiation through delivery; manage program scope, timelines, resources, and cross-functional dependencies to ensure initiatives are completed on time and within budget; establish governance frameworks, KPIs, and reporting mechanisms to measure program performance and impact; partner with cross-functional stakeholders (Product, CS, Support, Marketing, RevOps) to align initiatives with organizational OKRs
Oversee the customer escalation program across the Digital & Scaled CS segments, ensuring visibility, accountability, and timely resolution; maintain reporting on escalation trends, root causes, and follow-up actions; serve as a liaison between Support Operations, Product, and CS leadership to ensure high-impact customer issues receive executive visibility and coordinated outcomes
Drive execution of digital-first initiatives such as playbook automation, lifecycle campaign optimization, and in-app engagement launches; track and report key milestones, adoption rates, and ROI for digital programs; collaborate with Analytics and RevOps to tie digital outcomes to customer health and retention metrics; apply agile methodologies to improve iteration speed and scalability of digital programs; partner with Education Services to create personalized learning journeys through multi-channel delivery models (email, customer hub, retargeting)
Identify opportunities for operational efficiency and process standardization within Digital & Scaled CS; develop and maintain centralized resource hubs, documentation, and playbooks to support program consistency; partner with leadership to design enablement frameworks that improve team skills, onboarding, and adoption of digital-first workflows
Facilitate alignment and communication between multiple business units to ensure smooth execution of strategic initiatives; coordinate stakeholder meetings, working sessions, and progress reviews to maintain visibility and accountability; drive cross-departmental collaboration for at-scale customer engagement strategies
Qualification
Required
3+ years of experience in Program or Project Management, Customer Success Operations, Customer Success or Digital Experience roles within SaaS or technology companies
Proven ability to manage complex, cross-functional programs and deliver measurable business outcomes
Strong skills in stakeholder management, facilitation, and communication
Analytical mindset with familiarity in digital engagement and automation platforms (e.g., Gainsight, Catalyst, Intercom)
Preferred
Experience in the restaurant or hospitality technology industry
Benefits
Comprehensive medical benefits, 100% paid for employee
401k + matching
Equity Option Grant
Unlimited PTO + Company holidays
Wellness initiatives
Company
Restaurant365
Restaurant365 is an enterprise management software for restaurants that provides accounting, inventory, scheduling, and payroll solutions.
501-1000 employees
H1B Sponsorship
Restaurant365 has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (2)
2024 (2)
2023 (1)
2022 (1)
2021 (1)
Funding
Current Stage
Late StageTotal Funding
$437.5MKey Investors
ICONIQ GrowthBessemer Venture Partners
2024-05-15Private Equity· $175M
2023-05-19Private Equity· $135M
2019-06-27Series C· $88M
Leadership Team
Morgan Harris
Co-Founder
Kate Kemp
Chief People Officer
Recent News
2025-09-17
Company data provided by crunchbase