Customer Success Manager, Enterprise (Named Accounts)
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Job Location:
Austin, TX - USA
Salary:
Not Disclosed
Posted on:
5 days ago
Vacancies:
1 Vacancy
Job Summary
TheCustomer Success Manager Enterpriseis responsible for driving long-term retention and growth across a portfolio of high-valueEnterprise accounts ($50k ARR)with dedicated high-touch coverage. You will act as atrusted advisorto restaurant and hospitality executives and operators ensuring they realize measurable ROI fromRestaurant365s platform including Accounting Operations Workforce Payroll/HR and BI solutions.
You own account outcomes acrossadoption renewal and expansion leveraging data executive engagement and cross-functional coordination to deliverGross and Net Annual Retention targetsfor your book of business.
How youll add value:
Customer Leadership & Value Realization
Become aprimary strategic partnerto finance operations and brand leaders within each account building multi-threaded relationships across executives operators and back-office teams.
Co-create and maintainCustomer Success Plansthat connect R365 capabilities to concrete business outcomes (labor food cost speed to close AP automation visibility etc.).
LeadBusiness Impact Reviews (BIRs)andExecutive Business Reviews (EBRs)on a regular cadence telling a data-backed ROI story highlighting adoption wins/gaps and aligning on a 612 month roadmap and expansion opportunities.
Translate product capabilities into restaurant-relevant narratives forowners CFOs franchise leaders and GMs grounded in KPIs like prime cost food cost % labor % and location-level profitability.
Account Health Risk Management & Forecasting
Own thehealth and risk profileof your portfolio ensuringaccuratehealth/risk scores documented reasons and active mitigation plans for at-risk customers.
Run intentionalrisk playsfor 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 renewalsforecast 90 days before termand minimal surprise churn within 60 days of renewal.
UseR365 Gainsight Salesforce Domo Gong and dashboardsto monitor usage module adoption and financial outcomes and to prioritize actions across your portfolio.
Executive & Cross-Functional Leadership
Orchestrate cross-functional teams acrossSales Implementation Support Product Billing and Professional Servicesto resolve issues advance strategic initiatives and deliver on customer outcomes.
Co-ownexpansion strategywith AEssurfacing 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 bringstructured customer feedback(e.g. gaps in workflows UX reporting) that influences roadmap and go-to-market motions.
AI- Data- & Automation-Enabled Customer Success
UseAI 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 portfoliooperating rhythms cadences and workflows to increase coverage and impact per CSM using automation and orchestration tools (Gainsight SFDC Domo etc.).
Operating Discipline & Internal Contribution
Maintain high-qualityCRM 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 toCSM enablementby sharing templates playbooks EBR decks and best practices and by contributing to org-wide improvements in tools and processes.
What youll need to be successful in this role:
35 yearsin a B2B SaaSCustomer Success Manageror Account Management role preferably invertical SaaSor complex multi-stakeholder environments.
Experience working withmulti-location or franchise restaurant groupsor 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 successowning renewal and expansion outcomesfor a portfolio of mid-to-large ARR customers with clear stories of risk mitigation and growth.
Comfortable usingdata 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 Domo or similar).
AI & Automation Skills
Demonstrated ability to useAI-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 oncoverage efficiency and outcomes.
Mindset & Behaviors
Strategic and hands-on: equally comfortable in executive-level discussions and deep configuration/adoption work.
Bias for actionin ambiguous situations with a track record of learning and iterating quickly.
Strongwritten 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.
Required Experience:
Manager
About Company
R365's cloud-based restaurant management software helps leaders master accounting, operations, & workforce to create incredible moments that drive profits.
