Business Systems Customer Success & Digital Experience Lead

1 month ago
Full-time
Lead
Project and Program Management
Restaurant365

Restaurant365

Restaurant365 provides a comprehensive cloud-based restaurant management software that integrates accounting, inventory, recipe costing, and POS systems to help restaurant leaders optimize operations and enhance profitability.

Diversified Financial Services
251-1K
$262M raised

Description

  • Own and evolve the Customer Success technology ecosystem, including standards, frameworks, and operating models to ensure consistent, scalable delivery.
  • Lead complex, cross-functional initiatives and maintain sustained ownership to ensure solutions meet evolving business needs and achieve consistent adoption.
  • Define, document, and socialize standards, best practices, onboarding playbooks, journeys, and system patterns reused across teams to ensure consistent customer experiences at scale.
  • Own end-to-end implementation and ongoing evolution of Professional Services, onboarding, and Digital Success operating models through technology, ensuring scalability and continuous improvement.
  • Engage directly with Professional Services and Digital Success teams to gather, analyze, and document requirements and feedback.
  • Partner with the Digital Success PM to operationalize project templates, playbooks, customer-facing layouts, journeys, and other technical components.
  • Maintain and prioritize a backlog of enhancements, integrations, templates, and new builds based on impact and effort.
  • Design and implement AI-enabled capabilities (intelligent automation, recommendations, summarization, decision support) as part of the Enterprise Cloud solutions strategy.
  • Act as hands-on technology owner for PSA and Digital Success platforms, responsible for implementation, configuration, administration, and long-term system health, including object/field administration and user/customer security/access.

Requirements

  • 8–12 years of relevant experience, including proven experience as a Business Analyst or in a similar role.
  • Bachelor’s degree in Business, Information Technology, or a related field.
  • Strong understanding of technical capabilities and business processes in SaaS B2B environments.
  • Experience incorporating AI (LLMs, machine learning, or intelligent automation) into solutions or demonstrated ability to learn and apply modern AI capabilities quickly.
  • Demonstrable experience with Professional Services, Customer Success, and Digital Success functions and tools.
  • Experience with PSA or project/work management tools (examples: Rocketlane, Kantata, Certinia, Smartsheet, Asana, Monday).
  • Experience with customer hubs and in-product guidance tools (examples: Gainsight, Totango, Catalyst, EverAfter).
  • Technical experience with CS/GTM tools such as Gong, Gainsight, ChurnZero, Freshdesk, Certinia, Intacct (or similar).
  • Proven ability to influence and lead diverse teams and stakeholders, work independently, manage ambiguity, and solve complex problems, with excellent communication and interpersonal skills.
  • Exceptional analytical and problem-solving skills.

Benefits

  • Salary range: $116,000–$140,000 per year.
  • Remote role (full-time).
  • Full-time employment (Enterprise Cloud Applications team).

Interested in this position?

Apply directly on the company website

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