Swiggy || Partner Success Manager (Kolkata, Jaipur, Pune, Hyd)

Role Overview

The 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:

product feature usage into measurable business outcomes

• 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)

1. Product Features adoption & activation rate
2. Partner retention and churn reduction
3. Usage frequency of the features
4. Partner ROI metrics and satisfaction (NPS)
5. Revenue expansion from existing partners

Experience & Qualifications

Experience

1. 47 years of experience in: Account Management, Customer Success, Partner Success, B2B relationship management, Prior experience in F&B, hospitality, SaaS, CRM, POS, or restaurant-tech is highly preferred
2. Experience managing city-level or portfolio-based accounts is a strong plus

Skills & Competencies

1. Strong stakeholder management and relationship-building skills
2. Good understanding of business metrics, ROI, and growth levers
3. Comfortable with data, dashboards, and performance reports
4. Ability to train and influence non-tech restaurant owners and staff
5. High ownership mindset with strong problem-solving abilities
6. Excellent communication skills (local language + English preferred)

Education:

Bachelors degree in Business, Hospitality, Marketing, or a related field

MBA or hospitality background is a plus but not mandatory

Why This Role is Important

1. Directly impacts restaurant partner success and retention
2. Plays a key role in scaling Dineout ecosystem
3. Acts as the face of DineOut for partners at a city level