Customer Success Manager, Enterprise (Named Accounts)

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/EBR 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, Monday.com, 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, EBR decks, and best practices, and by contributing to org-wide improvements in tools and processes.