Customer Success Manager

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 Renewal Specialist owns the commercial renewal process beginning 120 days prior to contract expiration, including CPQ Renewal Opportunity management, quote creation, and forecast accuracy. While the Renewal Specialist owns renewal execution mechanics, pricing changes that result in contraction require documented alignment from the assigned Customer Success Manager (CSM), who retains churn accountability for their Book of Business. The Renewal Specialist ensures: Contraction rationale is documented in the Renewal Opportunity Forecast adjustments reflect approved revenue changes No renewal proceeds without cross-functional visibility Accurate and timely records of renewal activities in CRM and ERP tools (e.g., Salesforce, CPQ systems, Intacct)

How you'll add value:: Customer Relationship & Lifecycle Management Own and manage a book of business from post-sale hand-off through renewal and expansion. Serve as the customer's primary point of contact and Restaurant365 “success orchestrator,” directing them to the right resource for the situation — Sales for growth opportunities, Helpdesk for quick support, R365 Academy/Support Center for self-service training, Professional Services for paid engagements, and your CSM Manager or a Solution Architect for solution design questions. Lead CSM Intro/Kickoff meetings for newly assigned accounts to establish the relationship, roles, and definition of success. Maintain a consistent touchpoint cadence (approximately every 30–60 days) and lead Business Impact Reviews to track progress against goals and demonstrate value. Ensure delightful customer experiences across all stages of the customer journey. Adoption, Retention & Risk Management Build and maintain success plans for your accounts; complete quarterly health evaluations for standard-support accounts. Monitor customer health, product usage, and sentiment to proactively identify and mitigate churn risk. Own escalations for your book of business: acknowledge within SLA, lead internal alignment, and drive issues to resolution in partnership with Support, Product, and CS leadership. Support the churn/cancellation process, including save attempts using Risk Playbooks and submission of the Churn Request Form when a save isn't possible. Renewals & Growth Own and maintain renewal forecasting fields for your book of business. Identify and refer expansion, cross-sell, and upsell opportunities to the Sales team. Partner with Sales on account growth conversations and support execution of expansion opportunities. Cross-Functional Collaboration & Systems of Record Maintain accurate and timely records in Salesforce and Gainsight, including risk fields (Risk Status, Risk Reason, Risk Notes, At-Risk Products) on a weekly cadence, ap