Head of Client Success

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.

As a fast-growing startup backed by over $50M from top-tier investors including Index Ventures, along with strategic industry partners such as Major Food Group (Carbone, Torissi, etc.), Groot Hospitality (Casadonna, Papi Steak, etc.), and Gracious Hospitality (COTE, Coqodaq, etc.), we are rapidly expanding our footprint and reshaping the global hospitality landscape with proven expertise. We’re adding exceptional talent to drive our next phase of growth, and that’s where you come in.

Dorsia is hiring a Head of Client Success to own the full hospitality partner lifecycle – onboarding, retention, expansion, and strategic account growth. You'll serve as Dorsia's most senior partner-facing operator and lead a small, internationally distributed team of Client Success Managers.

This role sits at the intersection of hospitality expertise, commercial acumen, and operational rigor. You'll be hands-on with strategic accounts while building the playbooks, tooling, and team capability to scale the function. Success in this role is measured by growth in partner revenue, inventory supply, and satisfaction across Dorsia's restaurant portfolio.

You'll report directly to the C-suite and operate as the internal authority on what partners need, how they're performing, and where the business should invest to strengthen those relationships.

• Own the full partner relationship lifecycle, from onboarding through long-term retention and commercial expansion
• Lead Quarterly Business Reviews (QBRs) and strategic sessions with partners to drive retention, deepen engagement, and identify growth opportunities
• Ensure accounts have strong fill rates and maintain or exceed revenue goals 
• Serve as the senior escalation point for partner issues, ensuring resolution within SLA and maintaining trust at every tier
• Partner with Analytics and Finance to surface upsell and optimization opportunities across the portfolio

• Architect and continuously refine a best-in-class onboarding experience for new restaurant partners joining the Dorsia platform
• Ensure every partner goes live with confidence, clarity, and a deep understanding of how to maximize their relationship with Dorsia
• Build scalable onboarding playbooks that grow with the team across markets and geographies

• Champion ongoing partner education – new features, product updates, platform best practices, and operational guidance
• Develop training resources, partner communications, and feedback loops that keep restaurant operators engaged and informed
• Position Dorsia as an indispensable operational partner, not just a technology vendor

• Own the supply side of Dorsia’s marketplace, ensuring inventory from every partner remains consistent, healthy, and growing over time
• Drive upsell conversations with partners to deepen coverage, unlock premium inventory, and increase mutual value
• Be boots on the ground in our markets to build strong relationships with operators, GMs, and ownership groups
• Leverage your understanding of market dynamics, including openings, events and seasonal programming, to proactively identify which partners, events and opportunities Dorsia should be onboarding

• Build and maintain dashboards and reporting cadences that give leadership clear visibility into partner health, account tier performance, and CS team metrics
• Own the metrics that matter: partner health scores, inventory coverage, onboarding completion, upsell conversion, churn, QBR completion, and NPS
• Implement feedback loops that surface partner insights back to Product to inform the feature roadmap
• Build and maintain SLA compliance ≥95% across partner-facing workflows and booking resolution

• Manage and develop a small, international team of CSMs (currently 2 US-based and 1 UK-based) with a clear vision for scaling
• Set performance standards, run structured 1:1s, conduct quarterly reviews, and build a culture of accountability and excellence
• Hire, onboard, and develop talent who bring genuine hospitality expertise and embody Dorsia’s values
• Define team SOPs, success metrics, and repeatable execution frameworks that scale as the portfolio grows

• 7+ years of experience in client success, account management, or partnerships — with a meaningful portion in hospitality, food & beverage, or hospitality-tech
• Deep fluency in how restaurants operate: F&B economics, reservation dynamics, staffing structures, revenue cycles, and the unique pressures operators face
• A history of leading and growing high-performing CS or account management teams, including cross-functional and international ones
• Exceptional relationship management skills — you build trust quickly, navigate difficult conversations with grace, and leave partners feeling genuinely supported
• Demonstrated success driving upsell, expansion, and retention across a portfolio of commercial accounts
• Experience managing or collaborating with international teams; comfort working across time zones and cultural contexts
• Proven track record of leading QBRs and managing tiered commercial account portfolios with measurable retention and growth outcomes
• Strong operational instincts — you build structure, document everything, and create repeatable processes that scale
• Metrics-first mindset with the ability to design and own reporting frameworks and build dashboards
• Hands on and proactive communication for partners and team members — you are a high touch operator, you follow through, and consistently close the loop
• Highly organized with strong prioritization skills; comfortable managing competing demands across a fast-moving, tiered portfolio

• Experience at a hospitality-tech, SaaS, or marketplace platform company
• Prior experience building a CS function from an early stage
• Familiarity with Looker, Intercom, or similar partner-facing tooling
• Existing relationships within the premium restaurant or hospitality industry

At Dorsia, we believe that culture eats strategy. The best ideas in the world mean nothing without the right people around the table and the right chemistry between them. We are, unapologetically, a people-first organization. 

We’re creating once-in-a-lifetime experiences for the most discerning audience in the world. That doesn’t happen over Zoom. It happens through collisions: a spark across a desk, a kitchen-side conversation that unlocks a partnership, the energy of ideas felt, not typed. That’s why in-office culture is non-negotiable at Dorsia. 

We don’t subscribe to check-the-box hiring. We hire for merit and mindset, which naturally creates a team with varied backgrounds. What unites us isn’t demographics, it’s a shared vision: to build the social operating system for the cultural vanguard.

We’re not a 9-to-5 company. Our lifestyle mirrors our members. Early flights, after-work events, and late-night sprints when the work demands it. But we love what we do, and we definitely love a good party.

Working at Dorsia isn’t for everyone—and that’s the point. Our culture is designed for builders, not passengers. We move fast, set ambitious standards, and expect people to rise to them. If you have the talent and the drive, this will be a ride to remember.

We’re building something special. It will take long hours and relentless effort. It’s not for everyone. For those with the metabolism, you’ll create something that changes how culture is lived. And that’s the kind of work worth your life’s energy.