Manager Customer Success (The Fork Pay Team)Join our Movement and Champion Restaurant Culture!At The Fork 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. 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. A Permanent contract. Flexible working environment (2 days home office per week). Competitive fixed salary, bonus, and equity. Lunch vouchers available for each working day. International teams - More than 30 nationalities and 16 offices worldwide. Highly inclusive working environment. Continuous learning and development programs. Health insurance fully covered by the company. If you are the right person and you are thrilled to join The Fork 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 has the opportunity to reach their full potential.
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