Team Manager of Restaurant Success
Seated
United States
Posted on Feb 11, 2025
All About Us
Seated is the first dynamic pricing platform for restaurants - we help fill their empty seats while providing consumers with incredible rewards. We are quickly expanding our offerings to cities across the country and are looking for talented and ambitious people to embark on the journey with us!
The Role
We are passionate about helping restaurants optimize their revenue, and building strong relationships with our restaurant partners is vital to our long-term success. In this critical role at Seated, we need an experienced Team Manager who will lead the Customer (Restaurant) Success team and ensure our restaurant partners receive massive value from our product. This role includes responsibilities for Restaurant Success activities (onboarding, account management, product adoption, advocacy, retention, etc.) and outcomes (growth, upsells, etc.).
In this role, you will report to the VP of Revenue and manage a team of amazing Restaurant Success Representatives to ensure our restaurants have a ‘best in class’ experience. You will be the champion for our internal restaurant partnerships, tasked with helping us build and scale the team during a period of fast growth. To be successful in this role, you will be highly motivated and self-driven with a clear passion for growing partnerships, along with a sense of ownership and pride in your impact on the company’s success.
What You’ll Do
- Lead and Develop a High-Performing Team: Manage, coach, and inspire a team of Restaurant Success Representatives, fostering continuous learning and improvement to drive team and individual success. This includes leading by example and getting into the weeds (you’re not afraid to hop on with a partner when needed).
- Leverage Data and Define Success: Use data-driven strategies to guide your team in optimizing restaurant portfolios, increasing product adoption, and driving growth. Define clear outcomes to reduce churn and boost demand.
- Optimize the Restaurant Lifecycle: Continue to enhance the entire restaurant journey, including touchpoints, to communicate our value, build trust, and increase restaurant partner satisfaction.
- Drive Revenue Growth: Identify up-sell and cross-sell opportunities to increase revenue and partner lifetime value, while influencing the product roadmap to better serve restaurant needs.
- Measure and Track Success: Collaborate with leadership to track operational metrics that measure the effectiveness of the Restaurant Success team, restaurant satisfaction, and overall health scores.
- Foster Relationships and Account Optimization: Proactively manage and strengthen relationships with restaurant partners, ensuring accurate in-app representation, identifying opportunities for account optimization, and continuously improving the partnership experience.
- Promote Continuous Improvement: Stay informed of industry best practices, identifying and implementing opportunities for improvement that drive partner success.
- Encourage Cross-Functional Collaboration: Facilitate teamwork across departments to align on restaurant success goals, ensuring a seamless, cross-functional approach to partnership growth.
- Champion the Voice of the Restaurant: Advocate for restaurant partners within the company, ensuring their needs and feedback influence internal processes and product development.
What You’ll Bring
- 3+ years work experience in a Customer Success, Account Management, or Sales management role (ideally in SMB space)
- Excellent communication and negotiation skills
- Friendly, authentic, patient, and empathetic approach
- Self-starter and problem-solver mindset with ability to juggle multiple tasks at once
- Analytical mind with ability to interpret data to coach the team and answer customer questions
- Ability to work in a fast-paced, demanding environment and bring a serious amount of passion to the company mission and team development
- Experience working in the restaurant or hospitality industry preferred but not required
- Ability to foster consistent delivery of brand voice and tone across multiple customer-facing channels
- Experience with CRM software (Salesforce) and MS Office (MS Excel in particular)
What You’ll Get
- Competitive Compensation Package including Salary, Variable Pay & Stock Options
- Generous 401(k) match
- Comprehensive Healthcare, Dental, and Vision plans for you to choose from including virtual care
- Pre-Tax Flexible FSA, Dependent Care FSA
- Commuter Benefits
- Up to 16 weeks of paid Parental Leave
- Unlimited PTO
- Wellhub Membership with access to thousands of gyms and studios
- Citi Bike Monthly Membership
- Seated ‘Unplugged Day’ - We make sure all employees take at least 1 day off every month to completely “unplug” from work (no slack/no email).
- $100 a month to spend at Seated restaurants
At Seated, we welcome passionate people from all backgrounds, helping us to make dining experiences more accessible & rewarding. If you have the curiosity & passion to drive our mission together, we would love to hear from you.