Manager, Customer Success

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

• 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
• ??Experience account managing or selling into restaurants

• 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

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.