Customer Success Manager

About Hostie Hostie is your restaurant’s Virtual Concierge, making sure every call, text, or question gets answered in your voice. Behind the scenes, we handle guest communication, reservations, events, and takeout automatically, all in one place. Hostie takes care of the noise so your staff can focus on the service. Restaurants across North America use Hostie to ensure no guest goes unanswered while giving their teams more time to focus on hospitality. Hostie integrates with platforms like OpenTable, Toast, and SevenRooms and is backed by Gradient Ventures (Google’s AI fund), Obvious Ventures (founded by Ev Williams), and leading hospitality investors. Overview Hostie is your restaurant’s Virtual Concierge, making sure every call, text, or question gets answered in your voice. Behind the scenes, we handle guest communication, reservations, events, and takeout automatically, all in one place. Hostie takes care of the noise so your staff can focus on the service. Restaurants across North America use Hostie to ensure no guest goes unanswered while giving their teams more time to focus on hospitality. Hostie integrates with platforms like OpenTable, Toast, and SevenRooms and is backed by Gradient Ventures (Google’s AI fund), Obvious Ventures (founded by Ev Williams), and leading hospitality investors. About the Role As a Customer Success Manager, you’ll be the voice of Hostie to our restaurant partners, ensuring they get the most value out of our platform. You’ll work directly with operators and GMs, helping them launch, troubleshoot, and optimize their use of Hostie. Your goal: build trust, reduce churn, and help restaurants thrive with Hostie. What You’ll Do Own onboarding for new restaurant customers - set up accounts, configure call flows, and train teams Serve as the day-to-day point of contact for a portfolio of accounts Monitor account performance and proactively reach out to improve adoption and resolve issues Coordinate with our engineering team to triage bugs and surface feedback Maintain internal documentation and help refine customer-facing resources Work cross-functionally to influence product development and roadmap Run quarterly business reviews with our top accounts What We’re Looking For 2+ years in a customer-facing role (CS, support, account management) Clear communicator who can explain technical things in plain English Organized, detail-oriented, and calm under pressure Passion for restaurants or experience in the hospitality industry is a plus Startup experience or comfort with ambiguity