Manager Customer Success (TheFork Pay Team)

Join our Movement and Champion Restaurant Culture! 💚

At TheFork we believe that the best things in life happen around the table, and we are on a mission to connect the world’s favorite restaurants and the broadest community of loyal diners. 

Finding the best dining experience for our Diners community or boosting restaurant performance for our Restaurateurs Partners has never been easier thanks to our signature products: 

📱TheFork App: our free restaurant discovery & booking app that helps you find your next table with ease.

💻TheFork Manager: our innovative software tool that digitizes restaurant operations, empowering our Restaurateurs to manage bookings efficiently and boost their revenue.

💳TheFork PAY and TheFork Gift Card: quick and easy ways to pay directly from TheFork app

At TheFork, we also believe that people truly make the difference. None of this would be possible without our vibrant Forkies community. Our strong core values—Better Together, Ownership, Respect, and Growth—are the guiding principles of everything we do, shaping our behaviors: “Come as you are,” “Dig in,” and “Make it Memorable”.  

TheFork leads the restaurant booking market in Europe and operates in 11 countries. Our offices boast a fully international team working together in a flexible, multicultural, and constructive environment that provides everyone with space to grow, both professionally and personally.

To learn more about TheFork and our Forkies, explore our official site: https://www.careers.thefork.com

 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. This role requires strategic oversight, analytical insights, team development, and strong cross-functional collaboration.

MAIN RESPONSIBILITIES:

• 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.

REQUIREMENTS:

• 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 we offer you  

😄 An awesome team (not everybody like our jokes, but we try our best) 

🏠 A Permanent contract (that can be useful in life) 

⚖️ Flexible working environment (2 days home office per week) 

💸 Competitive fixed salary, bonus and equity (yes, equity!) 

🍕 Lunch vouchers available for each working day (because yes, we like to try our best restaurants)  

🌎 International teams - More than 30 nationalities and 16 offices worldwide 

🏳️‍🌈 Highly inclusive working environment 

🤸‍♀️ Lifestyle benefits that can be used to reimburse physical, leisure activities, family support, travel etc 

🎓 Continuous learning and development programs

😌 Free access to the Calm app  

⏳ A program dedicated to help you have the best work/life balance 

🏥 Health insurance fully covered by the company 

👩‍🦽 Life Insurance and Disability at no cost to the employee  

🍴 Amazing offices with dining, coffee point on each floor, and leisure area    

🎤 Team building events (we love karaoke. A lot. A lot.) 

If you are the right person and you are thrilled to join TheFork don’t miss this chance and apply.. we are waiting for you!

We believe that we are better together, and we welcome you for who you are. We endeavor to ensure  that everyone - regardless of ability, age, socio-economic & cultural background, ethnicity, faith, gender, gender expression, gender identity, ideology, national origin, race, sexual orientation, marital status, or any characteristic protected under  applicable law -has the opportunity to reach their full potential. At TheFork, we want you to bring us your unique perspectives and experiences, so we can collectively continue disrupting the restaurant industry and go from good to great.

TheFork is committed to a fair recruitment process. If you have special needs and require reasonable support during your application,  interview, or participation in the selection process due to health conditions or disability, please direct your inquiries to [email protected]. Our HR team will review the request and respond accordingly

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