Customer Success Manager, Enterprise (Named Accounts) at restaurant365

The Customer Success Manager, Enterprise is responsible for driving long-term retention and growth across a portfolio of high-value Enterprise accounts ($50k+ ARR) with dedicated, high-touch coverage. You will act as a trusted advisor to restaurant and hospitality executives and operators, ensuring they realize measurable ROI from Restaurant365’s platform, including Accounting, Operations, Workforce, Payroll/HR, and BI solutions.  You own account outcomes across adoption, renewal, and expansion, leveraging data, executive engagement, and cross-functional coordination to deliver Gross and Net Annual Retention targets for your book of business.  How you'll add value: Customer Leadership & Value Realization • Become a primary strategic partner to finance, operations, and brand leaders within each account, building multi-threaded relationships across executives, operators, and back-office teams. • Co-create and maintain Customer Success Plans that connect R365 capabilities to concrete business outcomes (labor, food cost, speed to close, AP automation, visibility, etc.). • Lead Business Impact Reviews (BIRs) and Executive Business Reviews (EBRs) on a regular cadence, telling a data-backed ROI story, highlighting adoption wins/gaps, and aligning on a 6–12 month roadmap and expansion opportunities. • Translate product capabilities into restaurant-relevant narratives for owners, CFOs, franchise leaders, and GMs, grounded in KPIs like prime cost, food cost %, labor %, and location-level profitability. Account Health, Risk Management & Forecasting • Own the health and risk profile of your portfolio, ensuring accurate health/risk scores, documented reasons, and active mitigation plans for at-risk customers. • Run intentional risk plays for at-risk accounts (e.g., implementation stalls, product gaps, expectation gaps) in partnership with AEs, Support, Product, and Services. • Maintain a reliable renewal forecast, with the majority of renewals forecast ≥90 days before term and minimal surprise churn within 60 days of renewal. • Use R365, Gainsight, Salesforce, Domo, Gong, and dashboards to monitor usage, module adoption, and financial outcomes, and to prioritize actions across your portfolio. Executive & Cross-Functional Leadership • Orchestrate cross-functional teams across Sales, Implementation, Support, Product, Billing, and Professional Services to resolve issues, advance strategic initiatives, and deliver on customer outcomes. • Co-own expansion strategy with AEs—surfacing Customer Success Qualified Leads (CSQLs), shaping deals to align with customer strategy, and ensuring smooth execution and adoption post-sale. • Partner with Product and CS leadership to bring structured customer feedback (e.g., gaps in workflows, UX, reporting) that influences roadmap and go-to-market motions. AI-, Data- & Automation-Enabled Customer Success • Use AI and automation (e.g., Gong insights, Gainsight rules/CTAs, R365 reporting and alerts, templated playbooks) to: • Scale BIR/EBR prep and follow-up. • Generate health and risk insights from product usage and financial data. • Automate low-touch communications (e.g., success plan nudges, value summaries, renewal reminders). • Continuously refine portfolio operating rhythms, cadences, and workflows to increase coverage and impact per CSM using automation and orchestration tools (Gainsight, SFDC, Monday.com, Domo, etc.). Operating Discipline & Internal Contribution • Maintain high-quality CRM and Gainsight hygiene (health scores, success plans, timelines, risk notes, activities) that gives leadership and partners a true, near-real-time view of your portfolio. • Contribute to CSM enablement by sharing templates, playbooks, EBR decks, and best practices, and by contributing to org-wide improvements in tools and processes. What you'll need to be successful in this role: • 3–5+ years in a B2B SaaS Customer Success Manager or Account Management role, preferably in vertical SaaS or complex, multi-stakeholder environments. • Experience working with multi-location or franchise restaurant groups or adjacent industries (hospitality, retail) is strongly preferred. • Restaurant365 experience strongly preferred (as a user, implementer, or advisor), or hands-on experience with a comparable restaurant back-office / workforce platform. • Demonstrated success owning renewal and expansion outcomes for a portfolio of mid-to-large ARR customers, with clear stories of risk mitigation and growth. • Comfortable using data and dashboards (operational metrics, usage data, financial outcomes) to drive decisions and customer conversations. • Hands-on experience with CS and GTM tools (e.g., Salesforce, Gainsight, Gong, Freshdesk, Monday.com, Domo or similar). AI & Automation Skills • Demonstrated ability to use AI-powered tools (e.g., meeting summarization, content generation, automated playbooks) to: • Streamline prep and follow-up for customer meetings. • Create tailored, on-brand communications at scale. • Identify patterns in customer behavior and surface next-best actions. • Comfortable experimenting with automation (workflows, rules, sequences) and measuring the impact on coverage, efficiency, and outcomes. Mindset & Behaviors • Strategic and hands-on: equally comfortable in executive-level discussions and deep configuration/adoption work. • Bias for action in ambiguous situations, with a track record of learning and iterating quickly. • Strong written and verbal communication, capable of simplifying complex technical and financial topics for diverse stakeholders. • Collaborative and resilient; brings solutions-oriented thinking to cross-functional work and customer escalations. This position has a salary range of $78,8000-$118,200 per year + 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