Manager, Customer Success

Skip to main content Manager, Customer Success Seated New York, NY Apply Manager, Customer Success Seated New York, NY 1 day ago 35 applicants See who Seated has hired for this role Apply Save Report this job This role is on-site, 5 days a week working from our Flatiron office in NYC.About SeatedSeated exists to help restaurants thrive in an industry defined by thin margins and underutilized capacity.We unlock incremental demand by connecting restaurants to a network of millions of high-intent diners through demand-driven pricing and rewards. By intelligently filling empty tables, Seated enables operators to reach new guest profiles, motivate first-time visits, and increase visit frequency—while driving higher average check sizes and sustainable, profitable growth.Seated is active in 19 U.S. markets and continues to expand nationally as we build technology that delivers measurable value for both restaurants and guests.Role OverviewAs the Manager of Restaurant Success at Seated, reporting to the Director of Restaurant Success, you will lead and develop a team of junior Restaurant Success reps responsible for retaining and growing revenue across a portfolio of restaurant partners. This is a hands-on, metrics driven leadership role focused on coaching performance, managing retention risk, and building structure across a growing team. You will run team meetings, own group and 1:1 coaching cadences, join important and top-performing client calls, and use metrics including talk time, meetings, upsells, retention, and net revenue retention to identify risk early and coach reps through it. You will also help establish the frameworks, feedback loops, and team values that drive performance and cohesion while partnering on new market launches and supporting mid-market store openings.ResponsibilitiesManage and develop a team of junior Restaurant Success reps through coaching, feedback, and regular 1:1sOwn team level retention and net revenue retention across a portfolio of restaurant partnersMonitor team performance metrics including retention, upsells, activity, and partner engagement to identify risk and coach behavior earlyJoin high priority and at risk partner calls to support reps, strengthen relationships, and model best practicesBuild structure and operating rhythm across the team including coaching cadences, accountability, feedback frameworks, and enablementDeliver direct and actionable feedback while supporting both performance improvement and career developmentPartner closely with Sales, Operations, Marketing, Product, and Leadership to surface partner needs and improve the customer experienceSupport restaurants in NYC, including occasional on site support for strategic accountsProvide regular reporting and visibility into team performance, retention trends, and revenue riskConsistently drive accountability and performance across a fast paced, metrics driven teamRequirements4+ years of experience in account management, customer success, or similar role2+ years managing a team of at least 5 direct reports, specifically junior or early career ICsExperience working in a metrics driven environment with retention, revenue, or quota responsibilityStrong coaching and performance management skills with the ability to give clear and direct feedbackComfortable identifying trends in team metrics and using data to drive accountability and developmentHighly organized with the ability to build...