Director, Customer Success

About Restaurant365 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 Role The Director, Customer Success is responsible for the overall success of our Mid-Market Customers, post implementation. Responsibilities include overseeing and mentoring a Leadership team who manage Customer Success Managers, retention, adoptions, and key metrics such as customer health and NPS. The Director, 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.

How you'll add value:

• Hire, guide, and develop a team of Customer Success Managers as well as leaders/ managers
• Motivate and lead team to achieve OKR's and deliver world class Gross & Net Retention result for Mid-Market Customer Segment
• Managing Customer Retention & Churn
• Hold CSM’s accountable for team KPI’s and company OKRs.
• Assist with User Groups, Webinars and User Forums.
• Identify opportunities for Professional Services offered by R365, Advantage, and Radar
• Managing credits requests and resolving escalated Issues.
• Manage customer programs and outreach initiatives.
• Manage team expense reports and time off requests.
• Provide industry, accounting, and solution expertise to the entire organization.
• Other duties as assigned.

What you'll need to be successful in this role:

• A proven track record as a Manager or Director of Customer Success Managers
• Ability to travel 25%
• Previous team leader / management experience.
• Knowledgeable in all areas of a scalable, delightful customer Journey
• Strong understanding of all platforms and tools used by the team and have the ability to explain them for best practice use.
• 5+ years in a customer facing role
• Experience supporting and maintaining customers in a SAAS platform
• Very organized, detail oriented, and analytical
• Collaborative and flexible working style.
• Ability to teach and coach effectively.
• Efficient and timely with deadlines and deliverables.
• Strong organization and time-management skills. The ability to work independently without supervision.
• Salesforce experience.

Preferred Qualifications

• Previous Gainsight experience or other customer success management platform
• Previous Monday.com experience or other project management software