Manager of Customer Product Success Team

TheFork; Lombardia; Hybrid; EUR 67,000 - 73,000; Full time

Benefits offered by this job

Flexible work setup

Lunch vouchers

International teams

Learning & development

Calm app access

Parental leave

Life & disability insurance

Wellbeing allowance

Office facilities

Job summary

TheFork is seeking a Manager of the Customer Product Success Team to lead and develop a high-performing CPS team, shaping training strategy and driving partner adoption across Europe. You will collaborate with Sales, Product, and Marketing to ensure a seamless partner experience and continuous improvement of TheFork Manager.

You will work with international teams, coach leaders, and deliver tangible improvements in customer success metrics while maintaining a strong focus on restaurant partner

Qualifications

• 3–4 years driving adoption of a SaaS solution in hospitality.
• Proficient with Salesforce and/or other CRM tools.
• Strong people management and team coaching abilities.
• Customer-centric mindset with focus on partner experience.
• Results-driven with KPI targets and performance management.
• Analytical mindset with hands-on, pragmatic approach.
• Comfortable leading change and turning strategy into repeatable actions.
• Proactive, autonomous, and decisive in fast-paced environments.
• Excellent communication and stakeholder influence across teams.
• Fluent in English; comfortable in international/multicultural settings.
• Interest in technology, digital products and the restaurant industry.

Responsibilities

• Lead, coach and motivate the CPS Trainers and Team Leaders to build a high-performing team.
• Set objectives and monitor performance through regular team meetings, reviews and coaching.
• Develop the team’s skills through continuous feedback and structured development plans.
• Lead cultural shift and improve partner adoption and perception of TheFork Manager.
• Stay close to the field by joining trainings and understanding partner needs and team challenges.
• Support recruitment, onboarding and talent development processes.
• Foster ownership, collaboration and customer-obsession across the team.
• Define and evolve the training strategy for restaurant partners.
• Partner with SalesOps to set objectives, priorities and success metrics for training.
• Create a continuous training framework with content, formats, tools and cadence.
• Ensure consistent training standards across markets and identify process improvements.
• Turn data and feedback into actions to improve adoption and engagement.
• Monitor KPIs and prioritize initiatives to drive continuous improvement.
• Collaborate with Product and Central teams to share insights and align on partner experience.
• Share best practices across markets and contribute to cross-country initiatives.

Skills

Customer adoption

People management

Customer mindset

KPIs & performance

Analytical skills

Change leadership

Communication & influencing

English fluency

Hospitality industry interest

Autonomous decision-making

Tools

Salesforce

Job description

Manager of Customer Product Success Team

Join our Movement and Champion Restaurant Culture!

At TheFork we believe that the best things in life happen around the table. As the leading restaurant booking platform in Europe, we connect the broadest community of loyal diners with the world’s favorite restaurants. Powered by innovation and a deep passion for the restaurant industry, we create unique dining experiences across 11 countries. We’re part of the Tripadvisor Group and proud to be building a diverse, people-first culture where “respect”, “ownership”, “growth” and “better together” values thrive. If you’re passionate about food, technology, and making a real impact, your seat at the table is ready. Discover life at TheFork

This position offers a gross TTC annual salary range between 67.000€ and 73.000€, in line with the collective bargaining agreement and the company compensation philosophy. The final offer will reflect the candidate’s experience, qualifications, and the specific responsibilities of the role.

What you will do:

Lead and develop the team

• Lead, coach and motivate the CPS Trainers and Team Leaders, creating a high-performing and engaged team.
• Set clear objectives and monitor performance through regular team meetings, individual follow-ups and coaching.
• Develop the team’s skills through continuous feedback, coaching and structured development plans.
• Lead a cultural shift within the CPS team, embedding a few simple, high-impact daily habits that improve restaurant partners’ adoption and perception of TheFork Manager.
• Stay close to the field by regularly joining or delivering restaurant trainings, keeping a direct understanding of partner needs and team challenges.
• Support key people processes including recruitment, onboarding, performance reviews and talent development.
• Foster a culture of ownership, collaboration, continuous improvement and customer obsession.

Drive training strategy and operational excellence

• Define and continuously evolve the training strategy for restaurant partners.
• Influence the definition of clear objectives, priorities and success metrics for the training activity, in partnership with SalesOps team.
• Build and implement a continuous training framework, defining content, formats, tools and cadence.
• Ensure consistent training standards and methodologies across the team and markets.
• Identify opportunities to simplify processes and improve the efficiency and impact of the team.
• Turn data, partner feedback and field observations into concrete actions to improve adoption and engagement with TheFork Manager.
• Monitor key performance indicators and use them to prioritize initiatives and drive continuous improvement.

Collaborate across TheFork

• Work closely with local and Central teams including Sales, Account Management, Sales Operations, Product, Operations and Marketing.
• Build strong alignment between CPS and other restaurant-facing teams to ensure a consistent partner experience.
• Gather structured feedback from restaurant partners and the CPS team and translate it into actionable insights.
• Act as a strong voice of the restaurant partner towards Product and Central teams.
• Partner regularly with Product teams to share insights, identify friction points and contribute to the continuous improvement of TheFork Manager.
• Share best practices across markets and contribute to cross-country initiatives.

Who you are:

You Must Meet These Critical Qualifications

• You have minimum 3-4 years of previous experience in driving customer adoption/usage of a SaaS solution, preferably in restaurants/hospitality sector.
• You are proficient with Salesforce and/or other CRM tools.
• You have solid people management experience and a proven ability to coach, develop and engage teams.
• You have a strong customer mindset and are passionate about creating an outstanding experience for restaurant partners.
• You are results-oriented and comfortable working with KPIs, targets and performance management.
• You combine strong analytical skills with a pragmatic, hands‑on approach.
• You are comfortable leading change and translating a strategic vision into simple, repeatable actions for your team.
• You are proactive, autonomous and comfortable making decisions in a fast‑paced environment.
• You have excellent communication and influencing skills and can work effectively with multiple stakeholders.
• You are fluent in English and comfortable working in an international and multicultural environment.
• You are interested in technology, digital products and the restaurant industry.

What we offer you:

• Flexible working environment (2 days home office per week + up to 4 total weeks additional flexibility during the summer period and in December to work fully remotely)
• Competitive fixed salary and bonus
• Lunch vouchers available for each working day (because yes, we like to try our best restaurants)
• International teams and a multicultural environment spanning 10 offices across Europe
• Highly inclusive working environment
• Lifestyle benefits that can be used to reimburse expenses related to physical and leisure activities, family support, travel etc
• Continuous learning and development programs
• Free access to the Calm app to help you build resilience wherever you are in your mental health journey
• Dedicated parental leave and caregiver leave policies (12 weeks fully paid)
• Health insurance fully covered by the company
• Life & Disability Insurance at no cost to the employee
• Welfare allowance school costs, elderly care, babysitting costs, transportation, travel leisure
• Amazing offices with dining, coffee points and leisure area

We believe that we are better together, and we welcome you for who you are. We endeavor to ensure that everyone - regardless of ability, age, socio-economic & cultural background, ethnicity, faith, gender, gender expression, gender identity, ideology, national origin, race, sexual orientation, marital status, or any characteristic protected under applicable law has the opportunity to reach their full potential. At TheFork, we want you to bring us your unique perspectives and experiences, so we can collectively continue disrupting the restaurant industry and go from good to great.

TheFork is committed to a fair recruitment process. If you have special needs and require reasonable support during your application, interview, or participation in the selection process due to health conditions or disability, please direct your inquiries to [e-mail]. Our HR team will review the request and respond accordingly.