Customer Success Manager at Restaurant365

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Restaurant365 is a young 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!

In 2019 Restaurant365 closed $88 million in Series C funding, bringing the total minority investment by Bessemer Venture Partners, ICONIQ Capital, and Tiger Global Management to $140 million, to support the company's vision of providing the best technology to the restaurant industry. As recently as June of 2021, Restaurant365 announced the acquisition of Compeat, a well-known provider of restaurant back office, workforce, and business intelligence software. Adding Compeat’s feature-rich products advances Restaurant365 further on the journey toward our goal of providing restaurant operators with a powerful tool that simplifies their lives and increases their profits. Serent Capital was added to our investor list as a result of this transaction.

Our diverse portfolio of clients includes well-known nationwide franchises as well as your favorite local spot. From fine dining to fast-casual…R365 does it all!

*Please note, this position can be based in Irvine, CA, Austin, TX, or remote

The Customer Success Manager (CSM) will develop impactful relationships with our customers and work diligently to ensure each customer achieves a maximum lifetime value with our software. The role requires strong relationship building, product knowledge and business acumen to help restaurateurs overcome the complex challenges they face daily. Reporting to the Manager, Customer Success, the CSMwill often work cross-departmentally to solve customer challenges and focus heavily on all efforts to retain the business. The Customer Success Manager is responsible for ensuring product adoption, retention, and growth post onboarding. The CSM will employ their knowledge of R365 and their customers to create success plans and provide delightful solutions. In addition to proactive and reactive customer reach out, the CSM will be responsible for tracking and driving customer health, Net Promoter Scores, and adding new features.

How you'll add value:

  • Develop long-term relationships with customers leading to high retention and customer satisfaction.
  • Ensure customers are successful with the product following the launch date.
  • Manage customer the customer experience and setting expectations. 
  • Responsible for tracking & driving customer health and Net Promoter Scores. 
  • Create playbooks & present calls to action.
  • Responsible for reaching assigned targets for customer KPI’s.
  • Continuously improve customer experience by proposing new processes and concepts.
  • Participate in user groups and client facing webinars.
  • Handle any product or full software attrition to identify save opportunities 
  • Identify and pass leads to our Sales Growth team 
  • Other duties as assigned. 

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

  • Previous experience with R365 platform
  • 3 to 5 years of experience in accounting and/or restaurants 
  • 5 plus years of experience in a customer facing role 
  • Ability to travel 10% 
  • Proficient in Microsoft Office; Outlook, Excel, Word, and PowerPoint 
  • 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.
  • Strong technical aptitude with experience communicating across multiple platforms 
  • PREFERRED QUALIFICATIONS 
  • Previous Gainsight experience or other customer success management platform preferred 
  • Previous project management software experience preferred 

R365 Team Member Benefits & Perks

  • Competitive compensation package
  • Ability to work remote or hybrid
  • Comprehensive medical benefits
  • 401k + matching
  • Equity Option Grant
  • Unlimited PTO + Company holidays
  • Wellness initiatives
  • Philanthropy events

Why join our amazing team?

  • We're a community who prides themselves in creating innovative solutions and producing quality work.
  • Our product is the secret ingredient that makes a real difference to restaurants nationwide.
  • The open concept work environment that we've created is causal, collaborative and cultivates communication.



R365 was founded by an experienced team of software & finance veterans committed to developing an all-inclusive back-office solution. We help restaurants thrive! R365 is an Equal Opportunity Employer and we encourage all forward-thinkers who embrace change and possess a positive attitude to apply.

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • .NETLanguages
    • C#Languages
    • JavascriptLanguages
    • SqlLanguages
    • SwiftLanguages
    • FirebaseLanguages
    • AngularLanguages
    • ReactLanguages
    • jQueryLibraries
    • ReactLibraries
    • AngularJSFrameworks
    • ASP.NETFrameworks
    • Node.jsFrameworks
    • .NetFrameworks
    • Microsoft SQL ServerDatabases
    • RedisDatabases
    • Google AnalyticsAnalytics
    • PendoAnalytics
    • AxureDesign
    • CanvaDesign
    • InVisionDesign
    • PhotoshopDesign
    • SketchDesign
    • Aha!Management
    • ConfluenceManagement
    • Google DriveManagement
    • Google DocsManagement
    • JIRAManagement
    • Monday.comManagement
    • TrelloManagement
    • DocuSignCRM
    • DriftCRM
    • LinkedIn SalesNavigatorCRM
    • OutreachCRM
    • SalesforceCRM
    • Salesforce CPQCRM
    • ZoomInfoLead Gen

An Insider's view of Restaurant365

What’s the vibe like in the office?

You can truly tell that R365 is where we want to be. We have many people from the restaurant industry. Being no strangers to long hours, hard work, and good times, a solid work/life balance now on the technology side makes a very willing and productive team. We all help each other, welcome new faces, and not afraid to make a scene for a good laugh.

Ben

Sales Engineer Manager

What's the biggest problem your team is solving?

As an SDR Manager, the biggest problem we're solving is lack of awareness. Lots of restaurants don't realize that we exist and are able to truly make their lives so much easier. As the ex-operator of a 9 unit restaurant group, I wish someone had called me and showed me the way.

Matt

Director of Business Development

How do you make yourself accessible to the rest of the team?

Listen first and talk second. It’s important to be a sounding board and to provide compassion and empathy, as well as to be an advocate for what employees need. Likewise, it’s important to truly understand what’s working and what’s not for your team and take action based on their feedback.

Nicole

Director of Sales Operations

How do you collaborate with other teams in the company?

As a business recruiter, it's my job to support every team in the company with their hiring needs. Whether its intake meetings to understand exactly the role a manager is hiring for, coordinating interviews and discussing feedback, I'm constantly partnering with multiple departments at any given time. It's always exciting around here!

Megan

Lead Business Recruiter

What are Restaurant365 Perks + Benefits

Restaurant365 Benefits Overview

Competitive compensation package
Comprehensive medical benefits
R365 pays 100% of the premium for medical, dental, and vision insurance for employees
401k + matching
Team member stock options
Flexible PTO + Company holidays
Wellness initiatives
Philanthropy events

Culture
Volunteer in local community
Partners with Nonprofits
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Diversity
Unconscious bias training
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Pet Insurance
Wellness Programs
Onsite Gym
Team workouts
Mental Health Benefits
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Company Equity
Performance Bonus
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Remote Work Program
Family Medical Leave
Company sponsored family events
Vacation & Time Off Benefits
Unlimited Vacation Policy
Paid Volunteer Time
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Company Outings
Game Room
Stocked Kitchen
Some Meals Provided
Parking
Professional Development Benefits
Job Training & Conferences
Lunch and learns
Cross functional training encouraged
Promote from within
Time allotted for learning
Online course subscriptions available
Customized development tracks

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