Customer Success Manager

About Peak

Peak is reimagining what a reservation can be — not a placeholder, but a ticket to an experience.

Built in partnership with The Parker Palm Springs, a Leading Hotel of the World, we're a small remote team (~10 people) bringing hospitality-grade technology to one of the best dining scenes in the country. We're early, we're growing, and the work you do here will be visible and meaningful from day one.

This is a field-based Customer Success role owning our New York City market. You'll be in restaurants; working alongside owners, GMs, chefs, and front-of-house teams to make sure Peak is delivering real value to their business every day.

You're not a support ticket. You're a trusted advisor. The restaurants in your portfolio will rely on you to help them get more out of the platform, improve their guest experience, and grow.

You'll start by mastering onboarding and launch, then evolve the role into a full account management function; coaching customers, identifying expansion opportunities, and shaping how Peak serves the NYC market.

• Guide new restaurant partners through onboarding, from initial setup to confident, independent use of Peak
• Run hands-on training sessions with diverse teams — front-of-house staff, managers, and ownership
• Serve as the primary point of contact for your portfolio of NYC accounts, visiting restaurants on a proactive cadence and when issues arise
• Monitor account health to get ahead of churn, and coach customers on features that drive measurable impact
• Identify natural upsell and expansion opportunities and collaborate with sales to close them
• Feed NYC customer insights back to product and leadership — you'll be a key voice in how we develop the platform

• 3–4 years in a customer-facing role — customer success, account management, or client services
• You communicate clearly and adapt quickly, whether you're explaining a technical issue to a chef or presenting a business case to an owner
• You're comfortable walking into a busy restaurant during dinner service and getting things done
• You're self-directed and manage your own time and territory without needing a lot of hand-holding
• Based in New York City with reliable access to transportation across the five boroughs

• Hands-on experience in restaurant or hotel operations — if you've managed a dining room or worked in F&B, you already understand our customers better than most
• Familiarity with restaurant technology (POS systems, reservations platforms, or similar)
• Experience building or formalizing customer success processes at an early-stage company

We encourage you to apply even if you don't check every box. If you have a background in hospitality and are looking to transition into tech, we'd especially love to hear from you.

• Field-based role in New York City; in-market travel required
• Flexibility to meet customers when it works for them, including occasional early mornings or evenings

Base Salary: $115,000 – $125,000

OTE (On-Target Earnings): $145,000 – $160,000

Variable Component: Up to $35,000 tied to retention and NPS/CSAT. As this role evolves there is also an opportunity to share in expansion revenue.

Benefits: Health, dental, vision, commuter benefits, PTO