Customer Success Manager, Enterprise; Named Accounts

Position: Customer Success Manager, Enterprise (Named Accounts)
The Customer Success Manager, Enterprise is responsible for driving long-term retention and growth across a portfolio of high-value Enterprise accounts ($50k+ ARR) with dedicated, high-touch coverage. You will act as a trusted advisor to restaurant and hospitality executives and operators, ensuring they realize measurable ROI from Restaurant
365's platform, including Accounting, Operations, Workforce, Payroll/HR, and BI solutions.

You 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.

How you'll add value:

Customer Leadership & Value Realization

* Become a primary strategic partner to finance, operations, and brand leaders within each account, building multi-threaded relationships across executives, operators, and back-office teams.

* Co-create and maintain Customer Success Plans that connect R365 capabilities to concrete business outcomes (labor, food cost, speed to close, AP automation, visibility, etc.).

* Lead Business Impact Reviews (BIRs) and Executive Business Reviews (EBRs) on a regular cadence, telling a data-backed ROI story, highlighting adoption wins/gaps, and aligning on a 6-12 month roadmap and expansion opportunities.

* Translate product capabilities into restaurant-relevant narratives for owners, CFOs, franchise leaders, and GMs, grounded in KPIs like prime cost, food cost %, labor %, and location-level profitability.

Account Health, Risk Management & Forecasting

* Own the health and risk profile of your portfolio, ensuring accurate health/risk scores, documented reasons, and active mitigation plans for at-risk customers.

* Run intentional risk plays for at-risk accounts (e.g., implementation stalls, product gaps, expectation gaps) in partnership with AEs, Support, Product, and Services.

* Maintain a reliable renewal forecast, with the majority of renewals forecast ≥90 days before term and minimal surprise churn within 60 days of renewal.

* Use R365, Gainsight, Salesforce, Domo, Gong, and dashboards to monitor usage, module adoption, and financial outcomes, and to prioritize actions across your portfolio.

Executive & Cross-Functional Leadership

* Orchestrate cross-functional teams across Sales, Implementation, Support, Product, Billing, and Professional Services to resolve issues, advance strategic initiatives, and deliver on customer outcomes.

* Co-own expansion strategy with AEs-surfacing Customer Success Qualified Leads (CSQLs), shaping deals to align with customer strategy, and ensuring smooth execution and adoption post-sale.

* Partner with Product and CS leadership to bring structured customer feedback (e.g., gaps in workflows, UX, reporting) that influences roadmap and go-to-market motions.

AI-, Data- & Automation-Enabled Customer Success

* Use AI and automation (e.g., Gong insights, Gainsight rules/CTAs, R365 reporting and alerts, templated playbooks) to:

* Scale BIR/E  prep and follow-up.

* Generate health and risk insights from product usage and financial data.

* Automate low-touch communications (e.g., success plan nudges, value summaries, renewal reminders).

* Continuously refine portfolio operating rhythms, cadences, and workflows to increase coverage and impact per CSM using automation and orchestration tools (Gainsight, SFDC, , Domo, etc.).

Operating Discipline & Internal Contribution

* Maintain high-quality CRM and Gainsight hygiene (health scores, success plans, timelines, risk notes, activities) that gives leadership and partners a true, near-real-time view of your portfolio.

* Contribute to CSM enablement by sharing templates, playbooks, E  decks, and best practices, and by contributing to org-wide improvements in tools and processes.

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

* 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.

* Restaurant
365 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, , Domo or similar).

AI & Automation Skills

* 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…