Customer Success Manager

Peak Reservations•New York, NY

2d•$90,000 - $105,000•Onsite

About The Position

At Peak, we're redefining reservations. We don't see reservations as placeholders for a day and time — we see them as tickets to unique experiences. Created in partnership with The Parker Palm Springs, a Leading Hotel of the World, Peak is built by hospitality experts for hospitality experts. We're a small, remote team of ~10 based in NYC, and we're bringing the Peak experience to one of the top dining scenes in the country. Peak is looking for a Customer Success Manager to own our New York City market. This is a field-based role — you'll be in restaurants, working side-by-side with the owners, GMs, chefs, hosts, and marketing teams who rely on Peak every day. You're not a support resource, you're a trusted advisor who helps our restaurant partners get the most out of the platform and grow their business. You'll start by mastering onboarding and support, then evolve the role into a full account management function — identifying opportunities to coach, expand, and deepen relationships across your portfolio.

Requirements

You have 3–4 years of experience in customer success, account management, or a client-facing role, and hands-on experience working in hospitality is required — whether that's restaurant operations, hotel management, food & beverage, or a related field
You're comfortable walking into a busy restaurant during a dinner rush and getting things done
You communicate clearly and adapt easily — whether you're explaining a technical issue to a chef or presenting a business case to an owner
You're a natural relationship builder who earns trust quickly and maintains it over time
You're self-directed and thrive without a lot of hand-holding — managing your own schedule and territory
You're energized by variety and are highly adaptable - no two days, and no two restaurants, are the same
Based in New York City; in-market travel required based on customer needs
Flexibility to meet customers at times that work for them, including occasional early mornings or evenings
Valid driver's license or reliable access to transportation across the five boroughs

Nice To Haves

Familiarity with restaurant operations (POS systems, reservations platforms, or similar tools)

Responsibilities

Onboarding & Launch Guide new NYC restaurant clients through the full onboarding process, from initial setup to independent use of Peak
Conduct hands-on training sessions with diverse restaurant teams — from front-of-house staff to ownership
Ensure every new customer gets as much value from Peak as possible
Ongoing Support & Relationship Management Serve as the primary point of contact for your portfolio of NYC accounts
Visit restaurants proactively and reactively — both on a scheduled cadence and when issues arise
Troubleshoot technical problems quickly and escalate to product/engineering when needed, always keeping the customer informed
Build genuine relationships across all levels of restaurant operations
Retention, Nurture & Growth Monitor account health and usage signals to get ahead of churn before it happens
Coach customers to use Peak features they may be underutilizing — driving real, measurable impact on their operations
Identify natural upsell and expansion opportunities and work with sales to close them
Serve as the voice of the NYC customer internally, feeding insights to product and leadership