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 strategic and people-first Director of Customer Success Management will lead a team of CSMs responsible for driving customer outcomes, satisfaction, retention, and growth. This role is ideal for a leader with a passion for building high-performing teams, deepening customer relationships, and operationalizing success at scale.

How you’ll add value:

• Leadership & Team Management: Hire, onboard, mentor, and retain a team of high-performing Customer Success Managers (CSMs); establish clear performance expectations, goals, and career development paths for CSMs; foster a collaborative, accountable, and customer-centric team culture
• Customer Strategy & Relationship Management: Develop and implement scalable strategies to ensure customer satisfaction, retention, and expansion; act as an executive sponsor for strategic accounts as needed; ensure CSMs are effectively managing renewals, risk mitigation, and expansion opportunities
• Operational Excellence: Design and optimize the customer success playbook, including onboarding, QBRs, health scoring, and success plans; collaborate with CS Ops to measure team performance and customer outcomes; leverage tools (e.g., Gainsight, Salesforce) to drive efficiency, visibility, and automation
• Cross-functional Collaboration: Partner closely with Sales, Product, Support, Marketing, RevOps, and Finance to ensure a seamless customer journey; provide customer feedback to product and engineering teams to influence roadmap priorities; work with CS Ops and finance on forecasting renewals and upsell pipeline
• Strategic Impact: Own key metrics including Net Revenue Retention (NRR), Gross Retention, CSAT, and Time-to-Value; develop executive-level reporting for internal stakeholders; lead strategic initiatives that enhance the customer lifecycle and drive long-term loyalty
• Other duties as assigned

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

• 15+ years of experience in Customer Success, Account Management, or a similar customer-facing role
• 10+ years in a leadership role managing people managers or senior individual contributors
• Proven track record of driving customer retention and growth in a SaaS or recurring revenue business
• Strong analytical, operational, and communication skills
• Experience scaling CS processes and teams in a high-growth environment
• Proficiency with CS tools (e.g., Gainsight, Zoom, Gong) and CRM platforms (e.g., Salesforce)
PREFERRED QUALIFICATIONS
• Experience using AI tools to build programs at scale
• MBA or other relevant advanced degree
• Executive presence and ability to influence C-suite customers

R365 Team Member Benefits & Perks

• This position has a salary range of $144,720-$217,080 + Bonus. The above range represents the expected salary range for this position. The actual salary may vary based upon several factors, including, but not limited to, relevant skills/experience, time in the role, business line, and geographic location. Restaurant365 focuses on equitable pay for our team and aims for transparency with our pay practices.
• Comprehensive medical benefits, 100% paid for employee
• 401k + matching
• Equity Option Grant
• Unlimited PTO + Company holidays
• Wellness initiatives

DYN365, Inc d/b/a Restaurant365 is an equal opportunity employer.