Restaurant365

Customer Success Manager – Enterprise, Named Accounts

Restaurant365

full-time

Posted on:

Location Type: Hybrid

Location: Austin • California • Ohio • United States

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Salary

💰 $78,800 - $118,200 per year

About the role

  • 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.

Requirements

  • 3–5+ years in a B2B SaaS Customer Success Manager or Account Management role, preferably in vertical SaaS or complex, multi-stakeholder environments.
  • Experience working with multi-location or franchise restaurant groups or 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 success owning renewal and expansion outcomes for a portfolio of mid-to-large ARR customers, with clear stories of risk mitigation and growth.
  • Comfortable using data 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, Monday.com, Domo or similar).
  • Demonstrated ability to use AI-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 on coverage, efficiency, and outcomes.
  • Strategic and hands-on: equally comfortable in executive-level discussions and deep configuration/adoption work.
  • Bias for action in ambiguous situations, with a track record of learning and iterating quickly.
  • Strong written 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.
Benefits
  • Comprehensive medical benefits, 100% paid for employee
  • 401k + matching
  • Equity Option Grant
  • Unlimited PTO + Company holidays
  • Wellness initiatives
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
B2B SaaSCustomer Success ManagementAccount ManagementData AnalysisRenewal ManagementExpansion ManagementRisk MitigationAutomationCustomer Behavior AnalysisOperational Metrics
Soft Skills
Strategic ThinkingCollaborationResilienceCommunicationProblem SolvingAdaptabilityCustomer EngagementExecutive PresenceSolution-oriented ThinkingBias for Action