Restaurant365

Customer Success Manager

• Drive long-term retention and growth across a portfolio of high-value Enterprise accounts ($50k+ ARR) with dedicated, high-touch coverage.
• 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.
• 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.

Customer Success Manager – Enterprise, Named Accounts

• Design and deliver enablement programs that standardize programs including success planning, risk management, QBR execution, and renewals, ensuring consistent execution tied to retention and growth outcomes.
• Partner with the Director of Revenue Enablement to turn CS/S priorities into focused enablement programs that reduce risk, drive adoption and expansion, and strengthen KPI execution. Equip managers with simple coaching, inspection, and reinforcement tools that sustain behavior change.
• Define success metrics with Director of Revenue Enablement, CS Leadership, and CS Ops and monitor adoption, execution quality, retention signals, and expansion outcomes to continuously refine enablement programs and demonstrate business impact.
• Drive consistent tool usage and workflow execution in Gainsight, Gong, Glean, and related CS technologies through micro-training, job aids, and embedded reinforcement aligned to CS Ops definitions of success.
• Partner with CS leadership, CS Ops, RevOps, Product Enablement, and Partner Success to ensure enablement programs align to GTM strategy, shared frameworks, and customer lifecycle execution.
• Own role-based onboarding for Customer Success and Support roles, including learning paths, milestones, certifications, and scalable eLearning, to accelerate time-to-impact and raise baseline performance.
• Develop scalable enablement assets including: playbooks, facilitator guides, eLearning modules, micro-learning, and workflow documentation, ensuring clarity, usability, and alignment to CS/S priorities.

Senior Customer Success Enablement Manager

Operations

• Support daily processing of ACH files and electronic payment transactions across Payroll and AP Payments products
• Assist with payment file preparation, validation, and transmission to banking partners
• Monitor payment processing schedules to ensure transactions are executed within required processing and settlement windows
• Confirm successful transmission and processing of payment files
• Assist in operational workflows supporting customer payroll funding and employee wage disbursements
• Verify that payroll funding transactions have been successfully processes before payment release
• Monitor payroll payment cycles and escalate issues that could impact timely payroll execution
• Support operational processes related to vendor payment execution, including ACH and electronic payment distribution
• Assist in monitoring payment settlement and transaction completion
• Help resolve operational issues impacting vendor payment delivery
• Perform Know Your Customer (KYC) and Know Your Business (KYB) verification for new customers onboarding to R365 payment products
• Review customer documentation including business registration details, ownership structures, EIN verification, and banking information
• Utilize third-party verification tools and internal processes to validate business identity and ownership information
• Escalation potential fraud indicators, identity mismatches, or risk concerns to the Payments Risk Manager
• Track daily payment activity to ensure operational accuracy and completeness
• Assist with maintaining transaction logs, processing reports, and reconciliation documentation
• Support internal reporting related to payment processing volumes, onboarding activity, and operational performance
• Safeguard confidential financial data and personally identifiable information (PII) encountered during daily payment processing in accordance with company data security policies and internal controls.
• Work with Customer Success and Support teams to resolve customer issues
• Coordinate with Finance and Treasury teams to support payment reconciliation and settlement verification
• Partner with Payments Risk teams to support adherence to internal payment controls and risk monitoring

Banking Operations Specialist

Manager

• Lead the development, execution, and optimization of paid media campaigns across platforms including Google, Bing, LinkedIn, Meta (Facebook/Instagram), YouTube, and others.
• Align channel strategies with broader demand generation goals to maximize pipeline and ROI.
• Manage the end-to-end media calendar and ensure timely execution of campaigns.
• Serve as the primary point of contact for Restaurant365’s paid media agency.
• Own the paid media budget, including allocation, pacing, forecasting, and reconciliation.
• Make real-time adjustments to maximize efficiency and deliver against CPL and Build Value+ targets.
• Monitor KPIs and deliver reporting on campaign performance (e.g., impressions, clicks, CPL, Qualified Rate, pipeline contribution, ROI).
• Work closely with Marketing Operations to ensure accurate tracking and attribution.
• Test, learn, and iterate to continuously improve campaign results.
• Partner with the Demand Generation team on account-based marketing initiatives by leading the media strategy, targeting, and execution for identified high-value accounts and segments.
• Leverage tools like 6sense, LinkedIn Matched Audiences, and custom audiences for precision targeting.
• Collaborate with Field Marketing, SEO, Content, Creative, and Sales to ensure campaign alignment and effective messaging.
• Partner with the SEO and Content teams on landing page testing and conversion rate optimization.
• Manage day-to-day operations within advertising platforms and coordinate with Marketing Ops to maintain UTM standards, tracking, and integrations.
• Identify opportunities to evolve the digital marketing tech stack and workflows.
• Other duties as assigned.

Digital Advertising Manager

Data Analyst

• As the Principal Data Analyst for Customer Success (CS), you will be the strategic engine behind our data-driven decision-making.
• You are not just a "data provider”, you are a business partner who understands the Go-To-Market (GTM) lifecycle and Customer Success.
• This role is a critical pillar of the CS Operations team, responsible for transforming raw customer data into actionable strategies that improve retention, identify expansion opportunities, and optimize the cost-to-serve.
• You will operate with a high degree of independence, navigating complex datasets to find the "story" behind the numbers, interpreting trends for executive leadership, and providing proactive recommendations to the business.

Principal Data Analyst – GTM

Customer Support

• Join the Customer Success Operations team as Customer Support Operations Lead for Customer Support, where you will play a critical role in scaling our support function for the next stage of growth.
• Reporting to the Sr. Director of Customer Strategy & Operations, you will partner closely with the Customer Support Leadership Team to provide actionable insights, optimize processes, and enhance the customer and agent experience.
• You will leverage tools like Freshdesk, Salesforce, JIRA, and related applications to analyze performance metrics, uncover opportunities for improvement, and drive initiatives that increase efficiency, scalability, and customer satisfaction.

Customer Support Operations Lead

DevOps Engineer

• Supporting, enhancing, and maintaining Restaurant365’s cloud infrastructure and applications.
• Demonstrating growing expertise in site reliability practices, with skills in incident response, system monitoring, automation, and performance troubleshooting.
• Collaborating with DevOps, development, and infrastructure teams to resolve moderately complex issues, propose improvements, and strengthen the reliability, scalability, and security of our SaaS platform.

Site Reliability Engineer II

• Lead design and implementation of automation frameworks and provisioning standards.
• Mentor engineers on best practices for automation, CI/CD, and infrastructure reliability.
• Provide oversight on technical implementation to ensure scalability, maintainability, and security.
• Represent the DevOps team as a technical leader in cross-functional projects and reviews.
• Present solutions and recommendations to stakeholders, influencing technical direction.
• Architect and automate infrastructure in public cloud environments (AWS, Azure, or GCP) with a “security-first” mindset.
• Build and manage containerized environments (AKS, EKS, ECS, Kubernetes, Docker).
• Design and maintain CI/CD pipelines (GitLab CI/CD, ArgoCD).
• Utilize scripting and automation tools (Terraform, Ansible, YAML, Python, Bash, PowerShell).
• Ensure system reliability through monitoring, capacity planning, and incident response.
• Implement and adhere to security policies; research and remediate vulnerabilities.
• Partner with delivery teams (goal ratio 3:1) to provide DevOps support, including infrastructure automation, CI/CD pipeline delivery, and reliability best practices.
• Collaborate with developers, architects, vendors, and IT to deliver reliable SaaS services.
• Maintain documentation of cloud infrastructure, standards, and automation.
• Stay current on infrastructure trends and recommend adoption of emerging technologies.

Senior DevOps Engineer

Account Executive

• Guide restaurant customers with 1 to 2 restaurant locations nationwide through a buying process and sign them to R365 virtually.
• Maintain weekly activity and pipeline requirements.
• Maintain ARR quota achievement.
• Execute a full cycle sales process including prospecting, discovery, demo, negotiation, and closing.
• Be coachable and willing to learn

Inside Sales Representative

Inside Sales

• Lead and direct an Inside Sales team to identify and develop restaurant customers with 1 to 2 restaurant locations nationwide, virtually.
• Assist the team in developing and executing a sales strategy
• Work with the team when necessary to engage prospects in order to close
• Maintain weekly reporting and meetings for the team
• Manage ARR quotas and pipelines
• Help support full cycle sales executives in prospecting/discovery/demo/negotiation best practices
• Ensure the team tracks weekly/monthly/quarterly goals
• Establishes individual development and production plans for the team
• Other duties as assigned

Inside Sales Manager

• Supporting the Salesforce Platform Engineering team with day-to-day development and administration work
• Delivering enhancements, bug fixes, and configuration aligned to team standards
• Handle complex Enterprise cases across all R365 product areas and integrations
• Own customer communication from intake through resolution with clear, timely updates
• Troubleshoot configuration, data, and integration issues and provide solutions or workarounds
• Escalate issues to Product, Engineering, or other internal teams with complete documentation
• Maintain accurate, detailed ticket notes and meet SLA and quality expectations
• Provide scheduled after-hours support (evenings/weekends/holidays as needed)
• Monitor high-priority queues and ensure urgent Enterprise issues are triaged and addressed
• Participate in on-call or incident response rotations for critical customer-impacting events
• Monitor Enterprise queues and assign/reassign work based on skills, urgency, and capacity
• Identify at-risk tickets and bottlenecks and surface them to team leads/managers
• Partner with Enterprise Success, ECES, Implementation, Product, and Engineering on priorities, escalations, and customer expectations
• Contribute to internal docs, runbooks, and knowledge base content for Enterprise workflows

Enterprise Support Specialist

People Operations

• Support the operational execution of vendor payments and vendor onboarding for the Restaurant365 AP Payments platform.
• Responsible for both AP payment fulfillment and vendor enablement activities, ensuring accurate processing of vendor payments.
• Work closely with restaurant operators, vendors, and internal teams for electronic payment enrollment and timely processing of payments.
• Collaborate with Banking Operations, Payments Risk & Compliance, Customer Success, and Product teams to enhance the AP Payments ecosystem.

Senior People Operations Program Coordinator

• Lead the Renewal Desk and own renewal governance, forecast accuracy, and process discipline across Enterprise, Mid-Market, and Digital Success (DST) segments.
• Ensure renewal predictability, contraction visibility, and scalable automation execution while partnering closely with Sales and Customer Success leadership.
• Carry operational authority over renewal forecast accuracy and renewal process compliance.
• Manage weekly renewal forecast calls and audit CPQ Renewal Opportunities for hygiene and completeness.
• Escalate forecast risks to VP, Customer Success and Sales Leadership.
• Monitor contraction trends by segment and identify systemic churn drivers.
• Own scaled renewal automation strategy and optimize renewal workflow triggers.
• Partner with VP Customer Success, Sales Leadership, Revenue Operations, and Finance to ensure pricing and concession discipline.

Manager, Renewals

Payroll

• Oversee the delivery of payroll and financial operations, including payments, to ensure accuracy, timeliness, and client satisfaction.
• Streamline processes to improve efficiency and service quality.
• Leverage technology and automation to scale operations and enhance customer experiences.
• Monitor and optimize KPIs to achieve and exceed operational goals.
• Own fiduciary oversight of all payroll funds, ensuring proper segregation, secure movement, accurate funding, and daily reconciliations to protect client and company assets.
• Ensure timely and compliant payroll tax filings and remittances across all federal, state, and local jurisdictions, including year-end reporting and regulatory documentation.
• Establish and maintain strong internal controls, including segregation of duties, approval workflows, and reconciliation processes to safeguard financial integrity.
• Oversee payroll-related financial reporting, ensuring accurate general ledger alignment, liability tracking, accrual validation, and audit readiness.
• Lead regulatory response and issue resolution, serving as the executive escalation point for tax authority notices, compliance matters, and financial discrepancies.
• Implement risk mitigation frameworks to prevent funding errors, compliance failures, and financial exposure, while ensuring operational scalability and audit compliance.
• Ensure full compliance with federal, state, and local regulations related to payroll, tax, and financial transactions, including IRS and Department of Labor requirements.
• Lead internal and external audits, assessing and mitigating risks to maintain operational integrity.
• Stay updated on regulatory changes and adjust policies and procedures accordingly.
• Act as the primary liaison for audits and regulatory reviews.
• Develop and deliver training programs to promote compliance awareness across the organization.
• Collaborate with the executive team to define and execute strategic initiatives aligned with company objectives.
• Identify market trends to enhance service offerings and expand the client base.
• Drive initiatives focused on cost management, scalability, and profitability.
• Build and maintain strong client relationships, ensuring transparency and compliance in service delivery.
• Establish and manage vendor partnerships to enhance operational efficiency and meet regulatory standards.
• Lead and mentor a high-performing team, fostering a culture of accountability and continuous improvement.
• Recruit, train, and develop talent to meet current and future business needs.
• Promote collaboration across departments to drive innovation and operational excellence.

Senior Director, Payroll Operations and Services

Account Manager

• Own and grow the Referral partner portfolio
• Serve as the primary point of contact for all Solution Partners on the Referral track (non‑strategic, non‑reseller).
• Build and maintain partner relationship maps across leadership, sales, and marketing stakeholders.
• Run a lightweight governance rhythm with key partners focused on pipeline and revenue.
• Drive sourced pipeline and influenced ARR
• Design and execute simple, repeatable referral motions that partners can run with minimal friction.
• Hit and exceed quarterly targets for: Partner‑driven opportunities created; Partner‑influenced ARR.
• Partner with AEs, SEs, and xDRs to ensure referred opportunities are pursued with urgency.
• Make referral processes “frictionless” for partners and Sales.
• Monitor and improve attribution hygiene so partner impact is accurately reflected in dashboards.
• Recruit and activate new productive partners that align with our ICP.
• Collaborate with the Solution Partner Account Manager team to avoid channel conflict.