Manager, Customer Success

About the role

This role is on-site, 5 days a week working from our Flatiron office in NYC.

Responsibilities

• Manage and develop a team of junior Restaurant Success reps through coaching, feedback, and regular 1:1s
• Own team level retention and net revenue retention across a portfolio of restaurant partners
• Monitor team performance metrics including retention, upsells, activity, and partner engagement to identify risk and coach behavior early
• Join high priority and at risk partner calls to support reps, strengthen relationships, and model best practices
• Build structure and operating rhythm across the team including coaching cadences, accountability, feedback frameworks, and enablement
• Deliver direct and actionable feedback while supporting both performance improvement and career development
• Partner closely with Sales, Operations, Marketing, Product, and Leadership to surface partner needs and improve the customer experience
• Support restaurants in NYC, including occasional on site support for strategic accounts
• Provide regular reporting and visibility into team performance, retention trends, and revenue risk
• Consistently drive accountability and performance across a fast paced, metrics driven team

Requirements

• 4+ years of experience in account management, customer success, or similar role
• 2+ years managing a team of at least 5 direct reports, specifically junior or early career ICs
• Experience working in a metrics driven environment with retention, revenue, or quota responsibility
• Strong coaching and performance management skills with the ability to give clear and direct feedback
• Comfortable identifying trends in team metrics and using data to drive accountability and development
• Highly organized with the ability to build process and structure in fast moving environments
• Experience partnering cross functionally with teams such as Sales, Operations, Product, or Marketing
• Passion for developing people and helping early career employees grow into high performers

Qualifications

Salary: $125,000 OTE
Stock options
Generous 401(k) match
Comprehensive Healthcare, Dental, and Vision plans, including virtual care options
Pre-Tax Flexible FSA, Dependent Care FSA
Commuter Benefits
Up to 16 weeks of paid parental leave
Unlimited PTO
Gympass Membership with access to thousands of gyms and studios
Citi Bike Monthly Membership
$100 a month to spend at Seated restaurants

Skills

None listed

Benefits

See above

Pay

$125,000 OTE

Schedule

On-site, 5 days a week