WHO WE ARE:
Resy is the American Express global dining platform. Our mission is to power the world’s best restaurants, using technology to imagine the future of hospitality. We serve 6,000 restaurants globally.
Our customers discover the amazing world of restaurants thanks to our content-rich website and innovative mobile app. Our diners are insiders, and we love having them at the table.
We’re hiring, too. Interested in joining our team of restaurant-obsessed explorers? Right this way.
ABOUT THE ROLE:
Resy is looking to add a Customer Success Manager to the Restaurant Success team. The primary function of the CSM role is to empower and advise the medium-touch segment of our restaurant base. The goal is to drive tangible business outcomes using our table management platform. Having a deep knowledge and understanding of the restaurant and hospitality industry is a critical skill for this position.
The CSM book of business is focused on 1:1 relationships with high-value customers in priority markets. Fostering relationships with key restaurant partners in these cities is critical to the growth and success of the market. CSMs will take a proactive outreach approach to strengthen these relationships, drive product adoption & engagement, advocacy, and become a trusted advisor.
CSMs leverage data insights to nurture advocacy and produce thought leadership in guiding the strategy & tactics paramount to the restaurant’s success. The CSM works closely with stakeholders across the organization to drive value for our restaurant partners and for the business. This role requires collaboration with Restaurant Support, Restaurant Implementation, Sales, Product & Engineering, Data, Global Dining Access, and the Restaurant Accounts teams.
This posting is a for a remote United States position. Candidates may be located in any of the contiguous United States, although residence in Los Angeles a plus.
WHAT YOU’LL DO:
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Identify restaurant operator expectations, values, and desired outcomes, and create manageable Success Plans with the customer
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Execute Proactive and Predictive account management
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Be a restaurant-facing trusted advisor
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Nurture advocacy with our restaurant partners
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Deepen product knowledge and use-cases, including familiarity with the product roadmap and schedule
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Identify and qualify engagement opportunities: Up-sells, Cross-sells
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Identify and overcome objections
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Gain competency with churn de-escalation and appropriately manage restaurant departures