Senior Customer Success Manager

Dorsia is seeking a New York City-based Senior Customer Success Manager on our Hospitality Team who will manage and nurture relationships with key restaurant partners. This role requires a proactive, customer-focused professional who can drive client satisfaction, identify growth opportunities, and ensure the seamless delivery of our products and services. You will work closely with all layers of management and staff, such as Owners, Chefs, GMs, Maitre'D and service staff to ensure alignment and operational success throughout the customer and reservation journey. The ideal candidate has extensive hospitality experience & is fluent in the technology associated with the industry. 

Key Responsibilities:

• Develop and maintain strong relationships with key accounts.
• Serve as the primary point of contact for our top hospitality accounts, addressing their needs and ensuring high satisfaction levels.
• Conduct regular check-ins and Quarterly Business Reviews with clients to understand their needs and provide tailored solutions.
• Identify opportunities for inventory growth & partnerships.
• Achieve or exceed quarterly targets and GMV goals.
• Coordinate with internal teams to ensure timely and accurate delivery of products and services.
• As the point of contact for assigned accounts, address and resolve any client issues or concerns promptly, working with the support team where appropriate.
• Monitor client satisfaction and implement improvement plans as needed.
• Stay updated on industry trends, market conditions, and competitor activities.
• Provide insights and feedback to the product team to enhance our offerings.
• Maintain accurate records of client interactions, sales activities, and account plans in our CRM system.
• Prepare regular reports on account status, sales performance, and market trends for management review.

COE:

Leadership & Strategy:

• Develop and implement strategic initiatives to enhance the effectiveness of Business Partner practices.
• Lead the design and execution of best practices, standards, and processes for the Business Partner team.
• Foster a culture of continuous improvement and innovation within the CoE.

Training & Development:

• Design and deliver comprehensive training programs to upskill Business Partners.
• Identify skill gaps and create development plans to address these needs.
• Mentor and coach Business Partners to achieve professional growth and superior client service.

Stakeholder Collaboration:

• Collaborate with cross-functional teams to ensure alignment with business objectives and client needs.
• Act as a liaison between the Hospitality Business Partner team and other departments such as BD, Marketing, and Product.
• Build strong relationships with key clients to understand their needs and ensure exceptional service delivery.

 Process Optimization:

• Lead initiatives to streamline processes and improve operational efficiencies within the COE.
• Evaluate and integrate new technologies and methodologies to enhance Business Partner practices.
• Oversee the development and maintenance of documentation, including guidelines, playbooks, and standard operating procedures.

Compensation & Benefits:

• Salary ranges are based on paying competitively for our size and stage. We determine our pay by considering skills and experience related to the role, location, and ensuring internal equity relative to other Dorsia employees
• Base commission meaningful equity
• Flexible PTO
• Medical, dental and vision insurance 
• FSA
• Commuter benefits
• Free membership to One Medical 
• Teladoc
• Talkspace
• Kindbody
• 401(k) 
• In-office lunch 3 days a week 
• Employee Dining Credits 

Our Core Values

Lead with hospitality. We respect the craft and precision that are intrinsic to the hospitality industry. We are a team diverse in background and thought, built to be the connective tissue between artists, chefs, diners, and members.

Mise en place. We are persistent in preparation, prioritization, and focus to anticipate our customers’ needs to create a powerful platform rooted in simplicity and elegance. And we know that details matter, which is why superior design is crucial to our brand ethos. Thoughtful design is baked into everything we do—our product, brand, creative, culture, and beyond. 

Go around the table—then commit. We know creativity takes feedback and iteration, and differing opinions can lead to healthy debate. While we encourage all voices to speak up and be heard, we are geared toward action and unify around the decision once it's made. Sometimes an individual idea or project may not be what’s best for the company, so don’t be afraid to kill your darlings. 

Our product is our signature dish. We are a product and marketing-led organization. Protecting our brand and vision needs to be top-of-mind with every move we make. 

Optimize turn times. We are creating beautifully-designed, tech-forward solutions to automate all sides of our business: for members, restaurants, and employees. And we’re laying a data-rich foundation to enable all stakeholders to make better decisions and enjoy the finer things in life.

Savor it. We eat slowly and celebrate the wins we share with those around the table. We’re in this for the long-haul, so enjoy the ride. 

Stay hungry. We can change the world or someone else will. We believe in a sense of urgency to keep pushing toward our goals. And there’s always room for dessert, because there’s always more to do.