Esther Bianca Books
Senior Manager, Enterprise Customer Success @Restaurant365
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WORK HISTORY
Senior Manager, Enterprise Customer Success @Restaurant365
I lead a team of 8 Enterprise CSMs supporting growth to a projected $36M ARR across national restaurant brands. My focus is on scaling customer success operations, optimizing retention strategies, and enabling enterprise-wide adoption through cross-functional alignment.Key contributions:Scale leadership: Expanded team from 6 to 8 CSMs, building structure and career paths to support doubling ARR.Retention & growth strategy: Design customer health frameworks and KPI dashboards that drive proactive engagement and measurable revenue impact.Enterprise rollout leadership: Oversee adoption at global brands (e.g, Burger King, Jack in the Box, 2,500+ locations).Cross-functional impact: Partner with Product, Sales, and Implementation to close feature gaps and streamline onboarding.Operational excellence: Standardize onboarding/training playbooks, improving team efficiency and customer outcomes.
EDUCATION
Northern Arizona University
Bachelor of Science (B.S.), Hotel, Motel, and Restaurant Management
SKILLS
ABOUT ESTHER BIANCA BOOKS
I’ve spent 15+ years working alongside Food & Beverage operators and enterprise SaaS teams, helping complex, multi-location businesses grow through better technology, execution, and partnership. My focus has always been on what actually moves the needle—retention, expansion, and making sure platforms deliver real value once the contract is signed.Today, I lead Enterprise Customer Success teams at Restaurant365, partnering with large restaurant groups and franchise networks on post-sale strategy. I work closely with executive stakeholders and internal teams across Product, Engineering, Sales, and Implementation to guide adoption, navigate change, and unlock growth opportunities at scale.What differentiates me is a mix of commercial ownership, hands-on operational experience, and a core personal value of being of service. Earlier in my career, I was a Controller/CFO in the hospitality industry, so I understand the realities operators face day to day—cash flow, margins, people, and time. That perspective, combined with a service-first mindset, shapes how I build trust, support teams, and take ownership of outcomes.I’m always open to connecting with leaders and teams building products for the Food & Beverage space, especially where serving customers well and building long-term partnerships are central to the mission.
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