Customer Success Manager
US$116,000 – US$174,000 / yr base salary
Posted 14 Apr 2025
Advertised as “Senior Manager, Customer Success”
BranchFactor Summary
The original posting with the fluff stripped out
- Expected experience
- 10+ yrs
- Management level
- People management
- Employment
- Hybrid
- Contract
- Full-time
| Base salary | US$116,000 – US$174,000 / yr |
|---|
Study levelBachelor's or higher
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 Senior Manager, Customer Success is responsible for the overall success of our Enterprise Customers, post implementation. Responsibilities include overseeing and mentoring a team of Enterprise Customer Success Managers, who strive for retention, adoptions, and key metrics such as customer health and NPS. The Senior Manager, Customer Success will work cross-functionally with key teams such as Sales, Customer Experience, CS Operations, Support, Product and Development as the voice of the end user to support success goals.
Key Competencies
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Team Leadership:
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Lead, mentor, and develop a team of customer success managers (CSMs).
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Set team goals, track performance, and provide regular feedback.
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Conduct performance reviews and career development planning.
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Customer Relationship Management:
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Build and maintain strong relationships with key customer stakeholders, including executives, department heads, and end-users.
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Proactively identify and address customer needs and concerns.
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Ensure customer satisfaction and drive customer loyalty.
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Customer Success Strategy:
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Develop and implement customer success strategies to drive adoption, retention, and growth.
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Monitor key customer success metrics and identify areas for improvement.
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Collaborate with sales, product, and engineering teams to ensure alignment and effective solutions.
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Operational Excellence:
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Ensure timely and effective delivery of customer success programs and initiatives.
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Manage customer success processes and tools.
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Identify and implement process improvements to enhance customer experience.
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Strategic Planning:
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Contribute to the development of overall customer success strategy and roadmap.