Partner Success Manager

Company Description

Way of Working - Office/Field - Employees will work full-time from their base location

About Swiggy:

Swiggy is India's leading on-demand delivery platform with a tech-first approach to logistics and a solution-first approach to consumer demands. With a presence in 500 cities across India, partnerships with hundreds of thousands of restaurants, an employee base of over 5000, a 2 lakh+ strong independent fleet of Delivery Executives, we deliver unparalleled convenience driven by continuous innovation.

Built on the back of robust ML technology and fueled by terabytes of data processed every day, Swiggy offers a fast, seamless and reliable delivery experience for millions of customers across India.

From starting out as a hyperlocal food delivery service in 2014, to becoming a logistics hub of excellence today, our capabilities result not only in lightning-fast delivery for customers, but also in a productive and fulfilling experience for our employees.

With Swiggy's New Supply and the recent launches of Swiggy Instamart, Swiggy Genie, and Guiltfree, we are consistently making waves in the market, while continually growing the opportunities we offer our people.

Job Description

Role Overview
The Partner Success Manager / Senior Account Manager will own the post-sales relationship with restaurant partners,
ensuring successful adoption, active usage and measurable ROI. The role is central to driving partner satisfaction,
retention and revenue growth while acting as a trusted growth advisor to restaurant partners.

1. Partner Onboarding & Adoption
• Own end-to-end post-sales onboarding of the product suite for assigned restaurant partners, including Digital Menu,
CRM tools, reservations and QR-based ordering.
• Coordinate product setup, POS integration, QR deployment and account configuration, including menus, floor
plans, shifts and outlet details.
• Conduct structured product walkthroughs, demos and staff training to ensure smooth go-live within defined
timelines.

2. Partner Success & Relationship Management
• Act as the primary point of contact for restaurant partners in the city.
• Build strong, long-term relationships with owners, decision-makers and outlet managers.
• Regularly engage partners through check-ins, reviews and on-ground visits.

3. Driving ROI & Business Growth
• Help restaurant partners translate product feature usage into measurable business outcomes.
• Drive higher AOV/table value through upsell and cross-sell opportunities.
• Improve repeat visits using CRM and targeted campaigns.
• Enable better table utilization and demand shaping.
• Reduce operational friction through QR-led ordering and billing.
• Track and communicate ROI metrics such as adoption depth, repeat-rate uplift, campaign performance and
menu-led revenue impact.

4. Performance Monitoring & Reviews
• Conduct monthly and quarterly business reviews (MBRs/QBRs) with partners.
• Analyze partner performance data and recommend actionable improvements.
• Identify early warning signs of churn and proactively resolve issues.

5. Expansion & Feature Adoption Support
• Identify opportunities to increase depth of usage across available product features.
• Train restaurant staff on new workflows and maintain adoption through repeat training and SOPs, especially during staff changes.
• Support expansion across multiple outlets by demonstrating value and sharing best practices.
• Work closely with Sales and City teams to enable renewals and portfolio expansion through strong post-sales outcomes.

6. Product Support & Issue Resolution
• Act as the first-level support point for product-related queries and issues.
• Coordinate with Product, Tech, Ops and Support teams to resolve bugs, integrations and workflow challenges.
• Ensure minimal downtime and a smooth partner experience.

7. Partner Feedback & Continuous Improvement
• Act as the voice of restaurant partners by sharing structured feedback on product usability, gaps and enhancement needs.
• Contribute inputs to improve product features, onboarding journeys and partner-facing processes.

Key Success Metrics (KPIs)
• Product feature adoption and activation rate
• Partner retention and churn reduction
• Usage frequency across product features
• Partner ROI and satisfaction metrics, including NPS
• Revenue expansion from existing partners

Qualifications

Experience & Qualifications
• 4–7 years of experience in Account Management, Customer Success, Partner Success or B2B relationship
management.
• Prior experience in F&B;, hospitality, SaaS, CRM, POS or restaurant technology is highly preferred.
• Experience managing city-level or portfolio-based accounts is a strong plus.
Skills & Competencies
• Strong stakeholder management and relationship-building skills.
• Good understanding of business metrics, ROI and growth levers.
• Comfortable working with data, dashboards and performance reports.
• Ability to train and influence non-technical restaurant owners and staff.
• High ownership mindset with strong problem-solving abilities.
• Excellent communication skills; local language proficiency and English preferred.

Additional Information

Visit our tech blogs to learn more about some the challenges we deal with: https://medium.com/swiggy-bytes

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, colour, religion, sex, disability status, or any other characteristic protected by the law.