Blackbird Labs

Customer Success Manager

• Own a defined book of 100+ restaurant partners and drive quarter-over-quarter TPV growth
• Conduct regular account check-ins with GMs, owners, and front-of-house managers
• Assess Blackbird 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 and escalate accounts showing significant decline
• Drive restaurant-side $FLY loading by selling $FLY to partners running activations
• Drive adoption of Blackbird events, PDR tool, and forthcoming Flynet apps
• Depending on market, acquire new logos among specified QSR and FSR segments or have no logo acquisition responsibilities
• Run $FLYback, bespoke activations, and in-restaurant promotions from planning through execution
• Serve as Blackbird’s on-the-ground presence with regular in-person contact at partner restaurants
• Support restaurant staff with platform education and product familiarity
• Represent Blackbird at local dining events, industry gatherings, and market activations
• Triage and resolve tier 2 operational questions and issues
• Liaise with Field Operations on hardware issues where applicable
• Maintain account records in HubSpot, Metabase, and Blackbird Restaurant team tooling
• Communicate book health, risks, and opportunities to the manager

Explore Restaurant Success Manager at Blackbird Labs. Review requirements and application details.

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Restaurant Success Manager