Manager, Customer Success

About Seated

Seated empowers restaurants to flourish in a challenging industry marked by tight profit margins and unused capacity. We boost demand by linking restaurants to millions of motivated diners through dynamic pricing and rewards. By effectively filling vacant tables, Seated helps restaurants attract new guest demographics, promote initial visits, and increase visit frequency—leading to higher average spend and sustainable growth. Operating in 19 U.S. markets, Seated is expanding nationally with technology that delivers measurable benefits to both restaurants and patrons.

Role Overview

As Manager of Restaurant Success reporting to the Director of Restaurant Success, you will lead and mentor a team of junior Restaurant Success representatives focused on retaining clients and increasing revenue across a portfolio of restaurant partners. This role demands hands-on leadership driven by data metrics, emphasizing coaching, managing retention risks, and creating operational structure within a growing team.

Key Responsibilities

• Lead and mentor junior Restaurant Success reps through coaching, ongoing feedback, and regular one-on-one meetings.
• Take charge of team retention and net revenue retention metrics across assigned restaurant accounts.
• Track team activity and engagement metrics such as retention rates, upselling, and partner interactions to detect risk factors early and direct coaching accordingly.
• Participate in crucial or high-performing client calls to support reps and model best practices.
• Develop team processes, including coaching routines, accountability measures, feedback systems, and training programs.
• Deliver clear, constructive feedback aimed at both performance enhancement and career progression.
• Collaborate closely with Sales, Operations, Marketing, Product, and Leadership teams to identify client needs and enhance customer experience.
• Provide in-person support for strategic restaurant accounts in New York City when necessary.
• Generate regular reports on team workflows, retention patterns, and potential revenue risks.
• Drive a culture of accountability and high performance within a fast-paced, data-focused team environment.

Candidate Requirements

• Minimum 4 years experience in account management, customer success, or related roles.
• At least 2 years experience managing teams of 5 or more early career or junior individual contributors.
• Proven track record operating in metrics-driven settings with responsibility for retention, revenue, or quotas.
• Strong skills in coaching, performance management, and delivering candid, actionable feedback.
• Ability to analyze and utilize team data trends to foster accountability and development.
• Highly organized with experience implementing processes and structure within dynamic environments.
• Collaborative experience partnering with Sales, Operations, Product, or Marketing teams.
• Passion for talent development, supporting junior employees to become high performers.
• Experience managing or selling to restaurants is preferred.

Compensation and Benefits

• Competitive salary with $125,000 on-target earnings (OTE).
• Equity participation through stock options.
• Generous 401(k) matching program.
• Comprehensive healthcare package including medical, dental, vision, and virtual care.
• Pre-tax Flexible Spending Accounts (FSA) for healthcare and dependent care.
• Commuter benefits for transit expenses.
• Up to 16 weeks of paid parental leave.
• Unlimited paid time off policy.
• Gympass membership providing access to numerous gyms and fitness studios.
• Monthly Citi Bike membership for commuter convenience.
• $100 monthly credit to use at participating Seated restaurants.

Additional Information

This position requires working onsite five days per week at our office located in the Flatiron district of New York City. Seated values diversity and encourages applicants from all backgrounds to apply. If you are driven by curiosity and passionate about improving dining experiences, we welcome your application.