About TableCheck

TableCheck is a global platform built to help restaurants own their guest experience.
We help merchants reduce their reliance on paid booking channels by directly converting first-time diners into repeat guests⁠—and repeat guests into loyal fans.

Used by over 12,000+ restaurants in 35 countries–including over 300+ Michelin-starred restaurants and top hospitality brands such as Hyatt, Hilton and IHG. TableCheck has set new standards for restaurant management tools in Japan and is steadily growing to take on the challenge to become the world’s leader in restaurant management.

About the role

We are seeking a dedicated and client-centric Account Manager & Customer Success Manager (AM/CSM) to serve as the primary representative for one of our largest global hotel clients. This role is responsible for leading the rollout of our solutions across multiple properties, managing day-to-day client communications, and driving long-term value realization through proactive support and relationship management.

You will lead key initiatives including product presentations, demonstrations, contract finalization, and coordination of rollout activities, while ensuring seamless onboarding in partnership with internal teams. Post-implementation, you will continue to serve as the client’s trusted advisor, monitoring operational performance, tracking billing and support issues, and identifying opportunities for expansion and optimization.

This role demands strong relationship-building skills, project management capabilities, commercial acumen, and a deep commitment to client success. You will collaborate closely with cross-functional teams including Product, Support, Operations, and Finance to deliver an exceptional client experience and contribute to overall revenue growth.

If you are passionate about helping clients succeed, thrive in a hands-on, multi-faceted role, and are excited about making a direct impact on strategic accounts, we would love to hear from you.

Duties & Responsibilities

• Act as the primary point of contact for the assigned key client, managing daily communications, facilitating weekly meetings, and ensuring timely follow-up on all inquiries.
• Lead the rollout project by coordinating with each hotel property, delivering product presentations, conducting demonstrations, and supporting the contracting process.
• Manage onboarding project timelines in collaboration with internal teams, ensuring successful and timely implementation across all locations.
• Monitor billing status in collaboration with the billing team, ensuring payment follow-up and resolution of any outstanding issues.
• Summarize support inquiries and prepare regular reports in collaboration with the support team, providing the client with clear updates and action plans.
• Build strong, trust-based relationships with client stakeholders to promote engagement, retention, and satisfaction.
• Proactively identify opportunities to maximize the client’s value from the solution, including upselling and cross-selling opportunities where appropriate.
• Track and report on key operational and revenue metrics to monitor client success and take corrective actions when needed.
• Work cross-functionally with Product, Operations, Support, and Finance teams to ensure a seamless and proactive client experience.
• Stay informed on industry trends, competitor activities, and client needs to continually refine strategies for account growth and customer success.

Qualifications

Must Requirement

• 7+ years of experience in Customer Success, Account Management, or Sales roles, preferably within the hospitality technology or F&B industry.
• Proven track record of managing strategic client relationships, driving revenue growth, and successfully leading complex rollout or onboarding projects.
• Strong communication, presentation, and interpersonal skills with the ability to engage stakeholders at all levels, including executive leadership.
• Project management experience with the ability to manage multiple client initiatives simultaneously and ensure on-time delivery.
• Strategic and analytical thinking skills, with a hands-on approach to solving client challenges and identifying growth opportunities.
• Proficiency in CRM systems (e.g., Salesforce) and Microsoft Office tools (Excel, PowerPoint).
• Ability to work cross-functionally with Product, Operations, Support, and Finance teams to ensure a seamless client experience.
• High attention to detail and organizational skills to manage daily communications, billing tracking, and support reporting.
• A strong passion for technology, customer success, and driving client outcomes.
• Availability to travel as needed to support client meetings, rollouts, and project implementations.
• 3+ years of experience in a leadership or senior-level client management role.
• Experience mentoring or coaching team members and contributing to process improvement and best practices.
• Strong business acumen and ability to contribute to the company's broader growth strategy.

Language skills

• Chinese Native
• English above Business level of verbal & written communication skills
       (Internal communication will be mainly in English)

Conditions & Work Environment

• Position Type : Permanent / Full time employee (Probation Period : 3 months)
• Working hours: 9:00〜18:00
• Holidays: Sat, Sun and China national holidays
• Others: Business Travel may be required

Location
Shanghai (China)