Restaurant Success Manager

About Blackbird

Blackbird Labs is a loyalty and payments platform establishing meaningful connections between the world’s best restaurants and their customers.

Served up in 2022 by Ben Leventhal, co-founder of Eater and Resy, Blackbird offers a fully customizable loyalty programming platform for restaurants and a consumer app designed to make every guest feel like a bonafide VIP no matter where they dine. Backed by Union Square Ventures, a16z, Amex Ventures, Variant Fund, and other forward-thinking investors, Blackbird is out to revolutionize the restaurant industry.

About Our Team

At Blackbird, our values guide everything we do and our talent principles define the key traits we seek in our employees.

We have passion for our product – committed to our mission and instinctively think like and go the extra mile for our customers. We are elite performers – striving for excellence, going above and beyond to achieve exceptional results, and learning quickly with horsepower, drive, and grit. We make others better – taking initiative to elevate others, giving and receiving feedback, and championing a culture of growth. We hold one another accountable to living out our talent principles as we march together to achieving our mission.

About the Role

The Restaurant Success Manager is the connective tissue between Blackbird and the existing restaurants in its managed network. You will own a defined book of restaurant partners, drive TPV growth across that book, and ensure each restaurant is getting meaningful value out of the Blackbird platform.

This role sits at the intersection of relationship management and field operations. A significant portion of your book will consist of restaurants that have been on the platform but have not yet been actively managed. Your job is to change that. You will build real working relationships with operators, run activations that drive guest engagement, and keep Blackbird top of mind on the floor and behind the bar.

The right person for this role is energetic, organized, and genuinely enjoys spending time in restaurants. You are as comfortable walking into a busy kitchen at 4pm as you are building a quarterly account plan at your desk.

Responsibilities

Own a defined book of 100+ restaurant partners and drive QoQ TPV growth across that book; Conduct regular account check-ins with GMs, owners, and front-of-house managers to assess engagement with Blackbird, surface friction, and identify growth opportunities; Identify and reactivate dormant or under-engaged partners within your assigned book; Develop and execute account-level activation plans in coordination with the Restaurant Experience team; Monitor TPV performance across your book on a regular cadence and escalate accounts showing significant decline; Drive restaurant-side $FLY loading by selling $FLY to partners interested in running activations on the platform; Drive adoption of Blackbird’s events and PDR tool as well as any forthcoming Flynet apps; Depending on the market, RSMs will either be responsible for signing 1 and 2 location QSRs only, FSR & 1 or 2 location QSRs, or will not have any logo acquisition responsibilities.; Run $FLYback & bespoke activations and in-restaurant promotions in coordination with partners, managing logistics from planning through execution; Serve as the on-the-ground presence for Blackbird in your market, maintaining regular in-person contact with partner restaurants; Support restaurant staff with platform education and product familiarity as needed, ensuring the team on the floor understands and can speak to their guests about Blackbird; Represent Blackbird at local dining events, industry gatherings, and market activations where appropriate; Triage and resolve tier 2 operational questions and issues from your book, when escalation from our partner support team is needed.; Depending on the market, liaise with Field Operations to resolve any hardware issues that partners may encounter; Maintain accurate and up-to-date account records in HubSpot, Metabase, and owned Blackbird Restaurant team tooling including activity logs, engagement notes, and TPV tracking; Communicate clearly and consistently with your manager on book health, risks, and opportunities

Requirements

2 or more years of experience in account management, hospitality, or a customer-facing commercial role; A genuine affinity for restaurants and the local dining scene in your market; Strong interpersonal skills — you build trust quickly with operators, GMs, and ownership groups; Organized and reliable: you manage a high volume of relationships without letting things fall through the cracks; Comfortable working in the field. A meaningful portion of this role is in-restaurant, not at a desk; Familiarity with CRM tools (HubSpot preferred) and basic commercial reporting; Ability to operate independently while staying aligned with team priorities and manager direction; Based in the market you support (New York City or Charleston, SC). Significant in-market travel is required