Restaurant Success Manager

Blackbird Labs Inc•San Francisco, CA

5d•$80,000 - $150,000•Onsite

About The Position

Blackbird Labs is a loyalty and payments platform connecting restaurants with their customers. The Restaurant Success Manager manages a defined book of existing restaurant partners, driving total payment volume (TPV) growth and helping each partner realize meaningful value from the Blackbird platform. The role combines relationship management and field operations, with a substantial focus on restaurants that have not yet been actively managed. The manager builds relationships with restaurant operators, runs activations that encourage guest engagement, and keeps Blackbird visible in restaurants. The position involves a mix of in-person field work and desk-based account planning, with significant travel within the assigned market. Depending on the market, the role may also include limited new-logo acquisition responsibilities.

Requirements

At least 2 years of experience in account management, hospitality, or a customer-facing commercial role.
Genuine affinity for restaurants and the local dining scene in the supported market.
Strong interpersonal skills and the ability to build trust quickly with operators, general managers, and ownership groups.
Organized and reliable, with the ability to manage many relationships without losing track of follow-ups.
Comfort working in the field, including substantial time in restaurants rather than at a desk.
Familiarity with CRM tools and basic commercial reporting.
Ability to work independently while staying aligned with team priorities and manager direction.
Must be based in the supported market: New York City or Charleston, South Carolina.
Ability to travel significantly within the market.

Nice To Haves

Familiarity with HubSpot; it is the preferred CRM.

Responsibilities

Own a defined book of 100 or more restaurant partners and drive quarter-over-quarter TPV growth across the book.
Conduct regular account check-ins with general managers, owners, and front-of-house managers to assess engagement, surface friction, and identify growth opportunities.
Identify and reactivate dormant or under-engaged partners.
Develop and execute account-level activation plans with the Restaurant Experience team.
Monitor TPV performance regularly and escalate accounts showing significant decline.
Drive restaurant-side $FLY loading by selling $FLY to partners interested in running platform activations.
Drive adoption of Blackbird events, the PDR tool, and forthcoming Flynet apps.
Depending on the market, sign one- and two-location QSRs, FSRs and one- or two-location QSRs, or have no new-logo acquisition responsibilities.
Run $FLYback and bespoke activations and in-restaurant promotions with partners, managing logistics from planning through execution.
Maintain regular in-person contact with partner restaurants as Blackbird's on-the-ground representative in the market.
Support restaurant staff with platform education and product familiarity so teams can explain Blackbird to guests.
Represent Blackbird at local dining events, industry gatherings, and market activations where appropriate.
Triage and resolve tier 2 operational questions and issues when escalation from partner support is needed.
Depending on the market, liaise with Field Operations to resolve partner hardware issues.
Maintain accurate, up-to-date account records in HubSpot, Metabase, and Blackbird Restaurant team tools, including activity logs, engagement notes, and TPV tracking.
Communicate clearly and consistently with the manager about book health, risks, and opportunities.