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About the Role
The Restaurant Success Manager acts as the primary liaison between Blackbird and its existing restaurant partners, focusing on driving Total Processing Volume (TPV) growth and ensuring partners derive significant value from the platform. This role blends relationship management with field operations, requiring proactive engagement with restaurant operators to build relationships, execute activations, and maintain Blackbird's presence.
Responsibilities
- Own a defined book of 100+ restaurant partners and drive QoQ TPV growth.
- Conduct regular account check-ins to assess engagement, identify friction, and find growth opportunities.
- Identify and reactivate dormant or under-engaged partners.
- Develop and execute account-level activation plans.
- Monitor TPV performance and escalate accounts with significant decline.
- Drive restaurant-side $FLY loading by selling $FLY to partners for activations.
- Promote adoption of Blackbird’s events and PDR tool, and future Flynet apps.
- Acquire new logos depending on market responsibilities (QSRs, FSRs, or no acquisition responsibility).
- Execute $FLYback & bespoke activations and in-restaurant promotions, managing logistics.
- Serve as the on-the-ground presence in the market, maintaining regular in-person contact.
- 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 to resolve hardware issues.
- Maintain accurate and up-to-date account records in CRM and internal tooling.
- Communicate clearly with 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.
- Strong interpersonal skills to build trust quickly with operators, GMs, and ownership groups.
- Organized and reliable, capable of managing a high volume of relationships.
- Comfortable working in the field, with a significant portion of the role in-restaurant.
- Familiarity with CRM tools (HubSpot preferred) and basic commercial reporting.
- Ability to operate independently while staying aligned with team priorities.
- Based in the market supported (New York City or Charleston, SC).
- Significant in-market travel is required.
Skills
- Account Management
- Hospitality
- Customer-Facing Commercial Roles
- Relationship Management
- Field Operations
- CRM Tools (HubSpot preferred)
- Commercial Reporting
- Interpersonal Skills
- Organization
- Reliability
- Independent Operation
Location
- New York City, SC
- Charleston, SC
Work Type
- Full-time
- Field-based
- Hybrid
Experience Level
- Mid-level
Salary/Compensations
- $80k - $150k USD
Benefits
- Stock options
- Medical insurance
- Dental insurance
- Vision insurance
- Flexible time off
- 401(k)
- Quarterly budget for Blackbird testing
- Anniversary travel
- Annual learning and development stipend
About the Company
- Blackbird Labs is a loyalty and payments platform connecting restaurants with their customers.
- Founded in 2022 by Ben Leventhal, co-founder of Eater and Resy.
- Offers a customizable loyalty programming platform for restaurants and a consumer app.
- Backed by Union Square Ventures, a16z, Amex Ventures, and Variant Fund.
- Aims to revolutionize the restaurant industry.
Equal Opportunity
- Blackbird Labs is committed to diversity and is an Equal Opportunity Employer.
- All qualified applicants will receive consideration for employment without regard to race, color, religion, creed, gender, national origin, age, disability, veteran status, sex, gender expression or identity, sexual orientation or any other basis protected by applicable law.
- Considers qualified applicants with criminal histories in a manner consistent with applicable law.
- Participates in the E-Verify program.