Manager of Customer Success, TheFork
TheFork Pay Team
+ Bonus + Equity
3+ days a week in office
Online restaurant reservation platform
Be an early applicant
Online restaurant reservation platform
501-1000 employees
Be an early applicant
+ Bonus + Equity
3+ days a week in office
501-1000 employees
Company mission
To connect the world's favourite restaurants and the broadest community of loyal diners.
Role
Who you are
- This role requires strategic oversight, analytical insights, team development, and strong cross-functional collaboration
- Proven experience in a leadership or managerial role within Customer Success, Sales, or Account Management (3+ yrs expected)
- Strong understanding of customer success strategies, client engagement, and Growth-focused adoption models
- Good analytical skills with experience in reporting tools (e.g. Salesforce, Tableau, Snowflake)
- Demonstrated ability to coach and develop teams, fostering a high-performance culture
- Exceptional communication and presentation skills, with the ability to convey results and insights to stakeholders at all levels
- Strong organizational skills with the ability to prioritize tasks and meet deadlines in a dynamic environment
- Fluency in English is required; proficiency in at least one of the following: Italian, French, or Spanish
What the job involves
- As the Manager, Customer Success Manager Channel, you will play a pivotal role in growing TF Pay’s eligibility and adoption across Italy, France, and Spain
- You will manage a team of CSMs, ensuring they are aligned, focused, and equipped to maximize adoption rates and build strong client relationships
- Team Leadership and Performance: Manage a multi-lingual customer success team, driving ambitious targets like feature adoption and client engagement through regular coaching, monitoring, and performance reviews
- Growth and Adoption: Lead initiatives to increase TF Pay eligibility and product adoption in key markets (Italy, France, Spain), ensuring clients derive maximum value
- Reporting and Analytics: Own reporting of key metrics via Salesforce and other tools, analyzing performance trends to identify opportunities and risks, and presenting insights during Monthly Business Reviews (MBRs)
- Client and Team Focus: Train and support the team in negotiation and client engagement, prioritizing strategic clients and fostering professional development
- Feedback and Collaboration: Act as a voice for customer feedback, influencing product improvements, and collaborating across Sales, Product, and Marketing teams to achieve shared goals
- Highlighting Achievements: Present key team highlights, results, and successes during quarterly All-Hands meetings and local business events
- Strategic Involvement: May participate in major client negotiations and represent the company in external business events to build relationships and drive success
Our take
TheFork's platform plays a significant role in the digitisation of the hospitality industry by offering users a seamless way to select restaurants based on their preferences, read user reviews, check real-time availability, and make instant online reservations.
In addition to serving customers, TheFork also partners with restaurants by providing them with TheFork Manager, a software solution designed to optimise reservation management and streamline operations, This software helps restaurants improve their service and boost revenues by making their operations more efficient and responsive to customer demands.
A TripAdvisor company, TheFork has made significant contributions ot the global dining industry, partnering with 60,000 restaurants, achieving 30M app downloads, and attracting over 400M users. Celebrating its 15th anniversary in 2022, the company has cemented itself as a top player in the space, with future projects including a product for small and family-run restaurants, to support them as the industry becomes more competitive and complex.
Steph
Company Specialist at Welcome to the Jungle
Insights
Few candidates hear
back within 2 weeks
10% employee growth in 12 months
Company
Company benefits
- A permanent contract (that can be useful in life)
- Flexible working environment (2 days home office per week + up to 4 total weeks additional flexibility during the summer period and in December to wrok fully remotely)
- Lunch vouchers available 3 working days per week
- Lifestyle benefits that can be used to reimburse expenses related to physical and leisure activities, family support, travel etc
- Continuous learning and development programs
- Free access to the Calm app to help you build resilience wherever you are in your mental health journey
- Dedicated parental leave and caregiver leave policies (12 weeks fully paid)
- Health insurance
- Life & Disability Insurance at no cost to the employee
- Attractive pension plans
- Amazing offices with dining, a coffee point on each floor, and leisure area
- Team building events
Company HQ
Saint-Merri, Paris, France
Articles
Leadership
Almir Ambeskovic
(CEO, not founder)Prior to being appointed as CEO, they were Vice President of Sales and Marketing for TheFork. They have also directly led several countries as General Manager at TheFork since 2015.
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