Strategic Customer Success Manager

TL;DR

Strategic Customer Success Manager (Restaurant Marketplace): Managing and growing strategic partnerships with SMB restaurant merchants on the hirify.global platform with an accent on merchant profitability, retention, and operational growth. Focus on designing account strategies, mitigating partnership risks, selling platform solutions, and influencing cross-functional product and go-to-market initiatives.

Location: Boston, MA or New York, NY, United States, with time split between traveling to merchants and working remotely from home or a hirify.global office.

Salary: $71,440–$120,000 USD or $102,000–$150,000 USD annually, plus sales commission opportunities.

Company

hirify.global operates a restaurant delivery and merchant growth platform.

What you will do

• Manage a portfolio of SMB restaurant partners and drive measurable growth, retention, profitability, and satisfaction.
• Lead strategic business reviews and recommend growth, efficiency, and brand-building solutions.
• Adapt account plans, identify risks early, and implement actions that protect merchant performance.
• Collaborate with Product, Operations, Sales, and other teams to turn merchant insights into business outcomes.
• Represent merchant needs in internal initiatives and share best practices with Partner Managers.

Requirements

• 4+ years of experience in account management, customer success, or post-sales roles.
• Proven success driving growth and retention across most of a managed portfolio.
• Strong executive presence, presentation, influencing, and negotiation skills.
• Deep knowledge of the restaurant and hospitality industry, including merchant P&L and unit economics.
• Advanced analytical skills with complex spreadsheets and tools such as Salesforce, Outreach, Tableau, or Sigma.
• Strong understanding of third-party delivery platforms, logistics, and multi-sided marketplaces.

Culture & Benefits

• Flexible hybrid arrangement combining merchant travel, home working, and office work.
• Comprehensive medical, dental, vision, disability, and basic life insurance.
• 401(k) plan with employer matching and commuter benefits match.
• 16 weeks of paid parental leave, family-forming assistance, wellness benefits, and mental health support.
• Flexible paid time off, 80 hours of paid sick time annually for salaried roles, and 11 paid holidays.