Head of Client Success

Dorsia•New York City, NY

1d•Onsite

About The Position

Dorsia is hiring a Head of Client Success to own the full hospitality partner lifecycle – onboarding, retention, expansion, and strategic account growth. You'll serve as Dorsia's most senior partner-facing operator and lead a small, internationally distributed team of Client Success Managers. This role sits at the intersection of hospitality expertise, commercial acumen, and operational rigor. You'll be hands-on with strategic accounts while building the playbooks, tooling, and team capability to scale the function. Success in this role is measured by growth in partner revenue, inventory supply, and satisfaction across Dorsia's restaurant portfolio. You'll report directly to the C-suite and operate as the internal authority on what partners need, how they're performing, and where the business should invest to strengthen those relationships.

Requirements

7+ years of experience in client success, account management, or partnerships — with a meaningful portion in hospitality, food & beverage, or hospitality-tech
Deep fluency in how restaurants operate: F&B economics, reservation dynamics, staffing structures, revenue cycles, and the unique pressures operators face
A history of leading and growing high-performing CS or account management teams, including cross-functional and international ones
Exceptional relationship management skills — you build trust quickly, navigate difficult conversations with grace, and leave partners feeling genuinely supported
Demonstrated success driving upsell, expansion, and retention across a portfolio of commercial accounts
Experience managing or collaborating with international teams; comfort working across time zones and cultural contexts
Proven track record of leading QBRs and managing tiered commercial account portfolios with measurable retention and growth outcomes
Strong operational instincts — you build structure, document everything, and create repeatable processes that scale
Metrics-first mindset with the ability to design and own reporting frameworks and build dashboards
Hands on and proactive communication for partners and team members — you are a high touch operator, you follow through, and consistently close the loop
Highly organized with strong prioritization skills; comfortable managing competing demands across a fast-moving, tiered portfolio

Nice To Haves

Experience at a hospitality-tech, SaaS, or marketplace platform company
Prior experience building a CS function from an early stage
Familiarity with Looker, Intercom, or similar partner-facing tooling
Existing relationships within the premium restaurant or hospitality industry

Responsibilities

Strategic Account Management & Partner Growth
Own the full partner relationship lifecycle, from onboarding through long-term retention and commercial expansion
Lead Quarterly Business Reviews (QBRs) and strategic sessions with partners to drive retention, deepen engagement, and identify growth opportunities
Ensure accounts have strong fill rates and maintain or exceed revenue goals
Serve as the senior escalation point for partner issues, ensuring resolution within SLA and maintaining trust at every tier
Partner with Analytics and Finance to surface upsell and optimization opportunities across the portfolio
Partner Onboarding
Architect and continuously refine a best-in-class onboarding experience for new restaurant partners joining the Dorsia platform
Ensure every partner goes live with confidence, clarity, and a deep understanding of how to maximize their relationship with Dorsia
Build scalable onboarding playbooks that grow with the team across markets and geographies
Training & Education
Champion ongoing partner education – new features, product updates, platform best practices, and operational guidance
Develop training resources, partner communications, and feedback loops that keep restaurant operators engaged and informed
Position Dorsia as an indispensable operational partner, not just a technology vendor
Inventory Growth
Own the supply side of Dorsia’s marketplace, ensuring inventory from every partner remains consistent, healthy, and growing over time
Drive upsell conversations with partners to deepen coverage, unlock premium inventory, and increase mutual value
Be boots on the ground in our markets to build strong relationships with operators, GMs, and ownership groups
Leverage your understanding of market dynamics, including openings, events and seasonal programming, to proactively identify which partners, events and opportunities Dorsia should be onboarding
Client Success & Reporting
Build and maintain dashboards and reporting cadences that give leadership clear visibility into partner health, account tier performance, and CS team metrics
Own the metrics that matter: partner health scores, inventory coverage, onboarding completion, upsell conversion, churn, QBR completion, and NPS
Implement feedback loops that surface partner insights back to Product to inform the feature roadmap
Build and maintain SLA compliance ≥95% across partner-facing workflows and booking resolution
Team Leadership
Manage and develop a small, international team of CSMs (currently 2 US-based and 1 UK-based) with a clear vision for scaling
Set performance standards, run structured 1:1s, conduct quarterly reviews, and build a culture of accountability and excellence
Hire, onboard, and develop talent who bring genuine hospitality expertise and embody Dorsia’s values
Define team SOPs, success metrics, and repeatable execution frameworks that scale as the portfolio grows