Client Success Manager - Platform

About Us

Dorsia is at the forefront of hospitality-tech innovation, redefining how the world gains access to the most in-demand restaurants, events, and experiences. By fusing cutting-edge technology with the art of luxury hospitality, we empower our members to secure impossible-to-get reservations while providing operators with unprecedented levels of control, visibility, and revenue optimization.

In 2025, we grew revenue 480% and scaled to 400+ venues across 25 destinations, with the launch of our Culture Calendar extending Dorsia beyond restaurants into the world's most sought-after cultural moments.

Backed by $54M in funding from investors including Index Ventures, Invus, and Red Sea Ventures, and strategic partners including MoonPay, Major Food Group, and The Dinex Group - Daniel Boulud, we are entering our most consequential phase of growth and reshaping the global hospitality landscape. We're adding exceptional talent to drive what comes next, and that's where you come in.

About the Role

Dorsia is seeking a Client Success Manager, Platform to own onboarding and ongoing success for the hospitality partners and private member clubs that run on Dorsia's technology through our hospitality platform. Our operating system gives operators the AI infrastructure, CRM, and member tooling built at Dorsia, deployed under their own brand and powered by Dorsia. This is the first client success hire dedicated to the platform, and the function is distinct from our restaurant and events client success teams. 

The Client Success Manager, Platform takes each account at contract signing and carries it through kickoff, implementation, and on-site enablement into an ongoing platform relationship. Within the first three months, this person will build the platform training library, including video walkthroughs and a knowledge base, that becomes the standard for every onboarding that follows. The role works closely with the platform, product, engineering, and partnerships teams, and requires regular travel to client properties.

The Client Success Manager, Platform is obsessed with creating a frictionless, white-glove customer experience. They anticipate what a client needs before the client thinks to ask, handle the details so operators can focus on hospitality, and treat every onboarding with the care of a property opening.

What You’ll Do

Client Onboarding and Implementation

• Take each new client from signed contract to live, running the kickoff call and setting scope, owners, and success criteria.
• Use agents to ingest and structure each deployment's inputs, from member data and tier logic to brand assets and integration requirements, so every deployment starts from clean data.
• Own the implementation timeline against committed go-live dates and keep the client and internal teams aligned on every milestone.
• Lead on-site enablement at client properties, training leadership, membership, and front of house teams on the platform and the workflows it replaces.
• Treat every onboarding as a launch with a date attached, not a checklist worked at leisure.

Training and Enablement

• Build the training library from the ground up, including video walkthroughs, a knowledge base, and role-specific onboarding paths.
• Build agents that draft, update, and version training content from each product release, so documentation ships the same week the feature does.
• Turn recurring client questions into self-serve resources and agent-ready knowledge that resolves them before they become tickets.
• Design enablement to compound, so each new client goes live faster than the last.

Account Management and Platform Support

• Serve as the day-to-day owner for an assigned book of clients and resolve issues and escalations within SLA.
• Act as the first credible filter between a client and the product and engineering teams, using agents to triage, reproduce, and document issues, and owning follow-through back to the client.
• Keep clients current on new platform capability and translate each release into what it changes for their members and staff.
• Build relationships with the GM, membership leadership, and ownership group at each account, and anticipate needs before they surface.

Client Success Operations and Reporting

• Write the client success playbook, including onboarding stages, SLAs, health scoring, growth strategy and escalation paths.
• Run the function AI-native, deploying agentic workflows across account research, client communication, meeting capture, and reporting.
• Track adoption, member engagement, and account health, and feed renewal, expansion, and churn signals into leadership reporting.
• Bring field feedback to product that is specific enough to shape the roadmap.

The Winning Recipe

• Bachelor's degree in Business, Hospitality, Communications, or a related field.
• 3-5 years in platform or enterprise SaaS enablement, implementation, or client success, with a strong operational component to the work.
• Proven experience building agents and automating workflows beyond just AI usage. 
• Experience selling, onboarding, or enabling platforms that clients run their core operations on.
• A systems thinker who sees the pattern behind the problem and builds processes that make each onboarding smoother than the last. 
• An owner and a solution seeker who handles every account with white glove quality service, caring deeply about details, never taking no as a final answer, and fixing problems before anyone notices. 
• Able to travel to client properties as onboardings require.
• Experience building a playbook and function from scratch is a plus.
• Hospitality experience, particularly hotels or membership-driven businesses, is a plus.

New York Pay Range 80000 - 110000 USD