The Senior Account Manager / Partner Success Manager will own the post-sales relationship with restaurant partners, ensuring successful adoption, active usage, and measurable ROI. This role is critical in driving partner satisfaction, retention, and revenue growth by acting as a trusted growth advisor to restaurant partners.
Key Responsibilities:
1. Partner Onboarding Adoption:
- Own end-to-end
post-sales onboarding
of our product suite for assigned restaurant partners, including Digital Menu, CRM tools, reservations, and QR-based ordering
. - Coordinate product setup, POS integration, QR deployment, and account configuration (menu, floor plans, shifts, outlet details).
- Conduct structured product walkthroughs, demos, and staff training to ensure smooth go-live within defined timelines.
2. Partner Success Relationship Management:
- Act as the single point of contact for restaurant partners in the city.
- Build strong, long-term relationships with owners, decision-makers, and outlet managers.
- Regularly engage partners through check-ins, reviews, and on-ground visits
3. Driving ROI Business Growth:
Help restaurant partners translate
product feature usage into measurable business outcomes
, including: - Higher AOV / table value through upsell and cross-sell
- Improved repeat visits using CRM and targeted campaigns
- Better table utilization and demand shaping
- Reduced operational friction via QR-led ordering and billing
Track and communicate ROI metrics such as adoption depth, repeat rate uplift, campaign performance, and menu-led revenue impact.
4. Performance Monitoring Reviews:
- Conduct monthly/quarterly business reviews (MBRs/QBRs) with partners.
- Analyze partner performance data and recommend actionable improvements.
- Identify early warning signs of churn and proactively resolve issues
5. Expansion Feature Adoption Support
- Identify opportunities to increase depth of usage across available product features.
- Train restaurant staff on new workflows and ensure adoption remains stable despite staff churn through repeat training and SOPs.
- Support expansion across multiple outlets by demonstrating value and best practices.
- Work closely with Sales and City teams to enable renewals and portfolio expansion through strong post-sales outcomes.
6. Product Support Issue Resolution
- Act as first-level support for product-related queries and issues.
- Coordinate with Product, Tech, Ops, and Support teams to resolve bugs, integrations, and workflow challenges.
- Ensure minimal downtime and a smooth partner experience.
7. Partner Feedback Continuous Improvement
- Act as the voice of restaurant partners by sharing structured feedback on product usability, gaps, and enhancement needs.
- Contribute inputs to improve product features, onboarding journeys, and partner-facing processes.
Key Success Metrics (KPIs):
- Product Features adoption activation rate
- Partner retention and churn reduction
- Usage frequency of the features
- Partner ROI metrics and satisfaction (NPS)
- Revenue expansion from existing partners
Experience Qualifications:
Experience
- 4-7 years of experience in: Account Management, Customer Success, Partner Success, B2B relationship management, Prior experience in FB, hospitality, SaaS, CRM, POS, or restaurant-tech is highly preferred
- Experience managing city-level or portfolio-based accounts is a strong plus
Skills Competencies
- Strong stakeholder management and relationship-building skills
- Good understanding of business metrics, ROI, and growth levers
- Comfortable with data, dashboards, and performance reports
- Ability to train and influence non-tech restaurant owners and staff
- High ownership mindset with strong problem-solving abilities
- Excellent communication skills (local language + English preferred)
Education:
Bachelor s degree in Business, Hospitality, Marketing, or a related field
MBA or hospitality background is a plus but not mandatory
Why This Role is Important
- Directly impacts restaurant partner success and retention
- Plays a key role in scaling Dineout ecosystem
- Acts as the face of DineOut for partners at a city level.
