Manager, Customer Success (West)

Botrista•San Francisco, CA

22h•Hybrid

About The Position

Botrista is seeking a strategic and people-oriented Manager, Customer Success (West) to lead our account management efforts on the West Coast. In this role, you will manage a regional team of Account Managers, keeping a close pulse on client relationships and serving as the primary escalation point for regional accounts. You will lead an elite team of beverage and restaurant industry professionals to ensure high-level operational efficiency, foster account health, and drive sales growth. Partnering closely with our Enterprise Sales and Success teams, you will champion client success and establish seamless execution across your region.

Requirements

Exceptional written, oral, and visual communication skills tailored effectively for both internal teams and executive client stakeholders.
Proven ability to connect with, coach, and influence front-line teams, management, and corporate restaurant leaders.
Superior time management and organization skills, with the ability to effectively manage a remote regional team across time zones via Slack, email, and video calls.
Highly capable of de-escalating tense client situations and designing creative solutions that align with standard operating procedures.
Four year college degree required.
5+ years of experience in account management, client success, or management within the food-service or hospitality industry.
Proven experience managing and leading team members (e.g., managing Account Managers or operational supervisors).
Demonstrated ability to adapt quickly to fast-changing, high-growth environments.
Familiarity with business systems and collaboration tools such as Salesforce, Slack, PowerBI, and ClickUp.
Willingness to travel regionally (25-50%) as needed to support client installations, training events, and team alignment.

Responsibilities

Lead, mentor, and coach a team of regional Account Managers on the west side of the country to drive successful beverage programs and professional growth.
Maintain a deep understanding of regional client health, satisfaction, and performance metrics across all accounts.
Act as the critical regional escalation point for clients, resolving complex operational, technical, or account management challenges efficiently.
Represent the voice of the operator, understanding the unique needs of diverse restaurant business models and eliminating barriers to their success.
Partner with the broader Enterprise team and home office departments to oversee regional menu deployments and strategic initiatives.
Collaborate with regional client owners and managers on program profitability, waste tracking, and inventory management standards.