Restaurant365 · 11 hours ago
Sr. Business Analyst, Professional Services & Digital Success
United States
Full-time
Remote
Senior Level, Lead/Staff
8+ years expRestaurant365 is a company focused on enhancing customer success through technology. The Sr. Business Analyst, Professional Services and Digital Success is responsible for evolving the Customer Success technology ecosystem and leading complex initiatives to ensure effective solutions that adapt to changing business needs.
AccountingProductivity ToolsRestaurantsSaaSSoftware
Responsibilities
Deep understanding of Customer Success, from internal processes to the customer journey through the lens of the customer experience
Fluency in engagement models - high-touch vs low/tech-touch, pooled CSM models, “white glove” vs self-serve programs
Provides functional leadership across Professional Services, Digital Success, and technical teams by defining and documenting standards, best practices, and repeatable approaches that guide how solutions are designed and implemented to ensure consistency and scalability across teams
Establishes and documents “we want better onboarding” into standardized onboarding playbooks, journeys, and system patterns that are reused across teams to ensure consistent customer experiences at scale
Owns the end-to-end implementation and ongoing evolution of the Professional Services, onboarding, and Digital Success operating model through technology, ensuring scalability, adoption, and continuous improvement across teams
Maintains sustained ownership of complex, multi-team initiatives, ensuring solutions continue to meet evolving business needs and are adopted consistently over time
Engage directly with the Professional Services and Digital Success teams to gather, analyze, and document requirements and feedback
Partner closely with the Digital Success PM, gathering requirements and 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
Acts as the hands-on technology owner for PSA and Digital Success platforms, responsible for implementation, configuration, administration, and long-term system health
Support object and field administration, including security and access for users and customers
Familiarity with CRM integrations and other integrations to create a cohesive techstack
Other duties as assigned
Qualification
Required
8-12 years of relevant experience, including proven experience as a Business Analyst or in a similar role with demonstrated growth and proficiency
Bachelor's degree in Business, Information Technology, or a related field
Strong understanding of technical capabilities and business processes in SaaS B2B environments
Demonstrable experience with Professional Services, Customer Success, and Digital Success functions and tools
Experience with PSA or project/work management tools (e.g., Rocketlane, Kantata, Certinia, Smartsheet, Asana, Monday, etc.)
Experience with customer hubs (Gainsight, Totango, Catalyst, EverAfter, in-product guides, etc.)
Technical experience with CS/GTM tools such as Gong, Gainsight, ChurnZero, Freshdesk, Certinia, Intacct, etc
Motivated, high-potential performer with demonstrated ability to influence and lead diverse teams and stakeholders
Self-directed with the ability to solve complex problems and successfully manage ambiguity and unexpected change
Excellent communication and interpersonal skills, with the ability to work directly with stakeholders in collaborative initiatives
Exceptional analytical and problem-solving skills
Company
Restaurant365
Restaurant365 is an enterprise management software for restaurants that provides accounting, inventory, scheduling, and payroll solutions.
501-1000 employees
H1B Sponsorship
Restaurant365 has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (2)
2024 (2)
2023 (1)
2022 (1)
2021 (1)
Funding
Current Stage
Late StageTotal Funding
$437.5MKey Investors
ICONIQ GrowthBessemer Venture Partners
2024-05-15Private Equity· $175M
2023-05-19Private Equity· $135M
2019-06-27Series C· $88M
Leadership Team
Morgan Harris
Co-Founder
Kate Kemp
Chief People Officer
Recent News
2025-09-17
Company data provided by crunchbase