Head of Client Success

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.

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.

About the Role

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.

What You’ll Own

Strategic Account Management & Partner Growth

• 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

Partner Onboarding

• 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

Training & Education

• 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

Inventory Growth

• 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

Client Success & Reporting

• 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, a