--- title: 'Customer Success Manager at Restaurant365' canonical: 'https://feeny.ai/job/customer-success-manager-restaurant365-mexico-city-n0vs1c9fc6sv' type: 'job' last_seen: '2026-09-07' --- # Customer Success Manager at Restaurant365 - **Company:** Restaurant365 - **Location:** Mexico City, Mexico - **Employment:** full-time - **Work type:** hybrid - **Posted:** 2026-08-26 - **Last confirmed live:** 2026-09-07 - **Apply:** https://jobs.lever.co/restaurant365/c6761e36-ddca-43d6-87eb-d55bf0d3b764 ## Job description 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, applicable Risk/Save Playbooks, engagement types, health scores, and account notes. - Participate in team meetings, trainings, and process initiatives that support a scalable, consistent Customer Success motion. Product & Industry Knowledge - Develop and maintain strong working knowledge of the R365 platform to guide customers on adoption and best practices. - Share relevant restaurant operations and industry best practices to help customers get more value from R365. Other duties as assigned. What you'll need to be successful in this role: - 2–4 years of experience as a Customer Success Manager, Account Manager, or in a similar client-facing role, preferably at a SaaS company. - Experience with, or working knowledge of, accounting and/or restaurant hospitality operations is a plus. - Comfortable managing a high-volume portfolio of accounts and multiple, competing priorities. - Clear, professional communicator, comfortable presenting to customer stakeholders, including C-Suite. - Working knowledge of Salesforce or another CRM. - Proficient in Microsoft Office (Outlook, Excel, Word, and PowerPoint). - Working knowledge of AI tools, including incorporating AI into daily work, including building agents where applicable. - Efficient and timely with deadlines and deliverables. - Strong organizational and time-management skills; able to work independently with general supervision. - Solid technical aptitude, with experience communicating across multiple platforms. - Ability to travel up to 10%. ## PREFERRED QUALIFICATIONS - Previous Gainsight experience or experience with another customer success management platform. - Previous Monday.com experience or other project management software. - Previous Freshdesk experience or other ticket management software. ## Benefits and Compensation We also offer a comprehensive benefits package. Benefit options include: - - Law Benefits - Major Medical Insurance - Dental Insurance - Vision Insurance - Life Insurance - Meal Vouchers - 30-day Christmas bonus - Saving Fund - And more! This role is hybrid, balancing flexibility with the value of in-person collaboration. To support connection, partnership, and team effectiveness, employees are expected to work onsite each Tuesday, Wednesday, and Thursday. ## About Restaurant365 ## Company Overview - **One-liner**: Restaurant365 provides an all-in-one, cloud-based Restaurant Enterprise Management (REM) platform that unifies accounting, inventory, payroll, and workforce management to help restaurants increase sales, control costs, and optimize labor. - **Entity Type**: Private (Venture-backed, $437.5M total funding) - **Headquarters**: Irvine, California, United States - **Founded**: 2011 (first market release in 2012) - **Founders**: Tony Smith, Morgan Harris, John Moody ## Core Business - **Primary industry/industries**: Restaurant Technology (SaaS), Hospitality Management, Restaurant Enterprise Management (REM) - **Target customers**: B2B – Quick-service, fast-casual, full-service, and multi-location restaurant groups (SMB to Enterprise) - **Mission or purpose**: To empower restaurants by eliminating complex, generic ERP systems and providing a purpose-built platform that drives optimal productivity and profitability. ## Products & Services - **R365 Accounting**: Automates back-office financial operations – general ledger, accounts payable, bank reconciliation, and financial reporting – with seamless POS integration. - **R365 Inventory**: Tracks food and beverage costs across locations, from receiving to consumption, with real-time variance analysis. - **R365 Payroll**: Automates payroll, tip allocation, and tax compliance by pulling hours and tips directly from workforce data. - **R365 Workforce**: Employee scheduling, time tracking, and labor forecasting – includes AI-powered scheduling that optimizes for sales and labor targets. - **R365 AI (Intelligence)**: AI engine trained on full restaurant P&L data – provides AI Advisor for variance insights and financial queries, plus automated schedule generation. - **R365 Mobile App**: Enables restaurant leaders to track sales, labor, and inventory in real time and communicate in English and Spanish. ## Market Standing - **Valuation/Market Cap**: Not publicly disclosed (Private company) - **Key Metric**: $100M annual revenue (LinkedIn estimate), $437.5M total funding across 4 rounds; serves over 50,000 restaurant locations. - **Notable Investors/Partners**: Not explicitly listed in provided sources, but the company has raised substantial venture funding. Partners include CORE (Children of Restaurant Employees). - **Growth Signals**: 725 employees (+6.8% YoY, +254 people), launched R365 Intelligence and AI features, acquired Compeat and Ctuit in 2021 to consolidate the REM category, and expanded with international offices in Mexico City and Palestine. ## Competitive Advantages - **Unified platform**: R365 is the only solution combining accounting, inventory, payroll, and workforce data into a single P&L-connected system, eliminating the need for multiple point solutions. - **Deep restaurant-specific functionality**: Built from the ground up for restaurant operations, with native integrations to major POS systems, banks, and vendors. - **AI trained on full P&L data**: R365 AI is trained on the entire restaurant profit and loss, connecting what was sold, what it cost, what was paid, and what was made – a moat that generic ERP or payroll-only platforms cannot replicate. - **Scale & adoption**: With 50,000+ locations, the company has significant data and network effects, continuously improving algorithms and benchmarks. ## Strategic Focus - **AI-powered automation and insights**: Continue expanding AI capabilities across scheduling, variance detection, and advisory to reduce manual work for restaurant operators. - **International expansion**: Growing presence via offices in Mexico City and Palestine, indicating a global talent strategy and potential market expansion. - **Consolidation of the REM category**: Building on the Compeat/Ctuit acquisitions to remain the dominant end-to-end platform for multi-location restaurants. ## Why Work Here - **Culture & values**: Restaurant365 emphasizes autonomy, innovation, and authenticity – “bring your whole self to work.” They foster a collaborative environment where diverse perspectives drive opportunity. - **Work model**: Hybrid/remote-friendly. Offices in Irvine (HQ), Austin, Akron, Mexico City, and Palestine. Many team members work remotely, with offices used for in-person collaboration and events. - **Benefits**: Fully covered medical, dental, and vision insurance for full-time employees; 401k with employer match; stock options; annual learning & development reimbursement; LinkedIn Learning access; paid parental leave; fertility support; pet insurance; and a TIP (employee recognition) program. - **Growth & development**: Emphasizes professional development with autonomy to design career journeys, plus learning reimbursement and internal recognition programs. - **Impact**: Employees work directly with an industry that serves millions of guests daily – the company partners with CORE to support restaurant employees in crisis. ## Sources 1. [restaurant365.com](https://www.restaurant365.com/careers/) – Careers page with benefits and culture details. 2. [restaurant365.com](https://www.restaurant365.com/about-us/) – About Us page with company history, founders, values, and office locations. 3. [jobs.lever.co](https://jobs.lever.co/restaurant365) – Active job listings. 4. [restaurant365.com](https://www.restaurant365.com/) – Product page with AI features and software capabilities. 5. [linkedin.com](https://www.linkedin.com/company/restaurant365-cloud-erp-for-restaurants) – Company page with employee count, revenue estimate, funding, and ratings. ## Other roles at Restaurant365 - [Senior Implementation Specialist](https://feeny.ai/job/senior-implementation-specialist-restaurant365-austin-tx-akron-ohio-irvine-nhbgk41qm4xq) — Austin Tx/akron Ohio/irvine, CA - [Instructional Video Editor](https://feeny.ai/job/instructional-video-editor-restaurant365-mexico-city-2yvh5nry2sv7) — Mexico City, Mexico - [Senior POS Configurations Support Specialist](https://feeny.ai/job/senior-pos-configurations-support-specialist-restaurant365-austin-tx-akron-ohio-95r05rm2sg9v) — Austin Tx/akron Ohio/irvine, CA - [Senior Customer Architect](https://feeny.ai/job/senior-customer-architect-restaurant365-irvine-djkkdttghfq5) — Irvine, CA - [Program Manager, Talent Programs](https://feeny.ai/job/program-manager-talent-programs-restaurant365-austin-tx-akron-ohio-irvine-x7hfbqfh8147) — Austin Tx/akron Ohio/irvine, CA - [Talent Coordinator](https://feeny.ai/job/talent-coordinator-restaurant365-mexico-city-5jh357fcbznj) — Mexico City, Mexico - [Accounts Receivable & Collections Specialist](https://feeny.ai/job/accounts-receivable-collections-specialist-restaurant365-mexico-city-e237mmvnht6x) — Mexico City, Mexico - [Manager, Restaurant Tech Support](https://feeny.ai/job/manager-restaurant-tech-support-restaurant365-mexico-city-qkf68x3gepw5) — Mexico City, Mexico - [Renewals Specialist](https://feeny.ai/job/renewals-specialist-restaurant365-mexico-city-gy8x1txyp73z) — Mexico City, Mexico - [Senior Growth Marketing Engineer](https://feeny.ai/job/senior-growth-marketing-engineer-restaurant365-irvine-w0sp6jfsq406) — Irvine, CA