Customer Success Manager

Rev Kitchen & Bar is a chef-driven, hospitality-focused restaurant brand dedicated to delivering unforgettable dining experiences through innovative cuisine and exceptional service. As we grow our footprint and strengthen our guest relationships, we’re looking for a dynamic and people-focused Customer Success Manager to help us deepen guest engagement, improve satisfaction, and ensure consistent, high-quality service across all touchpoints.

Position Summary:

The Customer Success Manager will act as the voice of the guest, working cross-functionally to enhance service delivery, respond to feedback, and cultivate loyalty. This role combines hospitality excellence with strategic thinking and operational execution to ensure guests not only return—but become brand advocates.

Key Responsibilities:

• Own and enhance the guest experience across in-person, digital, and feedback channels

• Monitor and respond to guest reviews, inquiries, and complaints with professionalism and urgency

• Develop systems to track customer feedback and identify trends for service improvement

• Collaborate with operations, marketing, and culinary teams to ensure service excellence

• Design and manage loyalty programs, VIP initiatives, and guest retention strategies

• Act as a liaison between guests and internal teams to resolve escalated concerns

• Train team members on customer service best practices and Rev’s guest experience standards

• Analyze guest satisfaction metrics and create actionable improvement plans

• Lead initiatives to surprise and delight frequent guests or high-impact reviewers

• Coordinate outreach for special events, reservations, and personalized guest touchpoints.

• 3+ years in customer experience, hospitality management, or guest relations

• Strong interpersonal, problem-solving, and communication skills

• A passion for hospitality and guest service

• Experience with customer relationship management tools (CRM) and online review platforms (e.g., Yelp, Google, OpenTable)

• Ability to thrive in a fast-paced, service-driven environment

• Data-driven mindset with the ability to identify trends and take action

• Familiarity with restaurant or hospitality operations strongly preferred

• Competitive salary with performance-based bonuses

• Opportunity to help shape a growing hospitality brand’s guest experience

• Creative and collaborative team environment

• Health, dental, and vision benefits

• Dining discounts and employee perks

• Growth and leadership opportunities