Regional Account Manager (New York)

Regional Account Manager (New York)

Welcome to Tripleseat, where we are driven by our passion for hospitality and our commitment to providing innovative technology solutions to the hospitality industry. Our cloud-based catering and event management platform is trusted by over 18,000 restaurants, hotels, and event venues, making us the market leader in the industry.

Our mission is to help venues book, plan, and streamline their events with ease while also boosting their sales and revenue. We are seeking high-performing and motivated professionals who share our excitement for technology in the hospitality industry and are eager to join our team and contribute to our success.

If you are enthusiastic about hospitality and want to be a part of a game-changing technology solution, then it's time for you to come party with us at Tripleseat! Join us in our mission to revolutionize the industry with innovative and cutting-edge solutions.

As a Regional Account Manager, you will be a key member of the Customer Success team. You will be responsible for building and maintaining strong, long-lasting client relationships. You will work closely with Sales, Onboarding, Support, Professional Services, and Billing teams throughout the customer journey. The goal is to ensure product adoption and customer retention, reducing churn through engagement and proactive outreach.

This remote role is open to candidates located in New York City. This is a remote position requiring frequent visits to customers in your region; as well as company meetings and training at our office in Concord, MA. This position will require travel to customer events, company events and meetings, and trainings.

What you will do:

• Build and sustain long-term client relationships that drive adoption, increase retention, and generate expansion.
• Leverage ChurnZero and Salesforce to document touchpoints, monitor customer sentiment, and proactively surface risks and opportunities.
• Maintain strong account health by executing customer journeys and plays that reinforce best practices and increase usage of sticky features and add-on products.
• Own monthly KPIs for customer engagement (e.g., online meetings, account reviews, and onsite visits).
• Fulfill monthly CSQL quota by identifying expansion opportunities, qualifying customer needs, and partnering with Sales to progress add-on pipeline through close.
• Lead pricing discussions, including renewals, discounting, and contract term negotiations (term length, billing cadence, add-ons, etc.).
• Prepare and deliver customer-facing presentations at onsite customer events
• Conduct recurring account reviews to assess satisfaction, align on goals, and create clear adoption and success plans.
• Plan, prepare, and execute monthly customer webinars—including topic strategy, content development, dry runs, delivery, and post-webinar follow-up to drive adoption.
• Travel on short notice for high-impact onsite support, including churn prevention, training, strategic enablement, or pre-sales partnership.
• Create and deliver product documentation as needed to explain features, best practices, workflows, and practical workarounds by use case.
• Translate industry knowledge, customer insights, and data into clear outlines and polished slide decks for onsite events and educational webinars.
• De-escalate and resolve conflicts with empathy and creativity, keeping outcomes aligned to both customer goals and Tripleseat standards.
• Develop deep product expertise across Tripleseat's full suite—features, integrations, capabilities, and value drivers.
• Advocate for customers by capturing feedback, identifying patterns, and partnering with internal teams to improve product and customer experience.
• Support onboarding and enablement for new Tripleseat products by contributing to training content and leading effective sessions.
• Establish credibility as a trusted advisor and industry voice by sharing insights, tracking trends, and engaging meaningfully with the community.

What we are looking for:

• Greater New York City-based employee
• Minimum of 5 years of experience in the restaurant or hospitality industry, preferably in event management
• Working knowledge of Tripleseat (required)
• Experience in technology solutions with a curiosity about how software applications work
• Existing strong connections in your local hospitality community with other event managers
• Problem solver who uses critical thinking and analytical skills to make decisions and resolve issues
• Skilled communicator with the ability to engage diverse audiences and a passion for sharing insights and knowledge
• Ability to travel to support customers in your portfolio (could be up to 50% in a single month)
• Driven: No one needs to push you to excel; it's just who you are
• A passion for the hospitality industry
• Strong empathy and a solid sense of humor

Base Compensation Range

$85,000 - $95,000 annually

Base salary is one component of total compensation. Employees may also be eligible for an annual bonus or commission. The above represents the expected base compensation range for this job requisition. Ultimately, in determining your pay, we'll consider many factors including, but not limited to, skills, experience, qualifications, geographic location, and other job-related factors.

Tripleseat truly values its employees and places a high emphasis on their well-being and happiness. We understand that our people are the driving force behind its success and strive to create a positive and supportive work environment. We love what we do and who we get to do it with! Here are some of the awesome benefits that Tripleseat offers to its employees:

• Competitive Medical, Dental, and Vision Insurance: Tripleseat provides its employees with comprehensive medical, dental, and vision insurance coverage, ensuring that their health and well-being are taken care of.
• Company Paid Life Insurance, Short- and Long-Term Disability Plans: Tripleseat takes care of its employees by providing them with life insurance coverage, as well as short and long-term disability plans to protect them in case of unforeseen circumstances.
• 401(k) with Company Match: Tripleseat offers a 401(k) retirement plan to its employees, and also provides a company match, helping employees save for their future and plan for retirement.
• Parental Leave: Tripleseat understands the importance of work-life balance and offers parental leave to employees who become parents through birth, adoption, or foster care, allowing them to bond with their new family members without worrying about their job security.
• Unlimited Paid Time Off: Tripleseat believes in the importance of work-life harmony and offers unlimited paid time off to its employees, giving them the flexibility to take time off when needed and maintain a healthy work-life balance.
• Pet Insurance: Tripleseat recognizes the importance of pets in employees' lives and offers pet insurance to help them take care of their furry friends and ensure their well-being.

Here at Tripleseat, we make sure that everyone has a seat at the table. That's why we're proud to be an equal-opportunity employer. We do not discriminate on the basis of race, color, ethnicity, ancestry, religion, sex, national origin, sexual orientation, age, citizenship status, marital status, disability, gender identity, gender expression, veteran status, or genetic information. We are committed to fostering a company-wide culture centered around inclusion, diversity, and equity. Tripleseat empowers all team members to realize the full potential of themselves and others. Everyone Valued – Everyone Included.