Partner Success Manager

Role Overview
The Partner Success Manager / Senior Account Manager will own the post-sales relationship with restaurant partners,
ensuring successful adoption, active usage and measurable ROI. The role is central to driving partner satisfaction,
retention and revenue growth while acting as a trusted growth advisor to restaurant partners.

1. Partner Onboarding & Adoption
• Own end-to-end post-sales onboarding of the product suite for assigned restaurant partners, including Digital Menu,
CRM tools, reservations and QR-based ordering.
• Coordinate product setup, POS integration, QR deployment and account configuration, including menus, floor
plans, shifts and outlet details.
• Conduct structured product walkthroughs, demos and staff training to ensure smooth go-live within defined
timelines.

2. Partner Success & Relationship Management
• Act as the primary point of contact for restaurant partners in the city.
• Build strong, long-term relationships with owners, decision-makers and outlet managers.
• Regularly engage partners through check-ins, reviews and on-ground visits.

3. Driving ROI & Business Growth
• Help restaurant partners translate product feature usage into measurable business outcomes.
• Drive higher AOV/table value through upsell and cross-sell opportunities.
• Improve repeat visits using CRM and targeted campaigns.
• Enable better table utilization and demand shaping.
• Reduce operational friction through QR-led ordering and billing.
• Track and communicate ROI metrics such as adoption depth, repeat-rate uplift, campaign performance and
menu-led revenue impact.

4. Performance Monitoring & Reviews
• Conduct monthly and quarterly business reviews (MBRs/QBRs) with partners.
• Analyze partner performance data and recommend actionable improvements.
• Identify early warning signs of churn and proactively resolve issues.

5. Expansion & Feature Adoption Support
• Identify opportunities to increase depth of usage across available product features.
• Train restaurant staff on new workflows and maintain adoption through repeat training and SOPs, especially during staff changes.
• Support expansion across multiple outlets by demonstrating value and sharing best practices.
• Work closely with Sales and City teams to enable renewals and portfolio expansion through strong post-sales outcomes.

6. Product Support & Issue Resolution
• Act as the first-level support point for product-related queries and issues.
• Coordinate with Product, Tech, Ops and Support teams to resolve bugs, integrations and workflow challenges.
• Ensure minimal downtime and a smooth partner experience.

7. Partner Feedback & Continuous Improvement
• Act as the voice of restaurant partners by sharing structured feedback on product usability, gaps and enhancement needs.
• Contribute inputs to improve product features, onboarding journeys and partner-facing processes.

Key Success Metrics (KPIs)
• Product feature adoption and activation rate
• Partner retention and churn reduction
• Usage frequency across product features
• Partner ROI and satisfaction metrics, including NPS
• Revenue expansion from existing partners