Customer Success Manager
About the Opportunity
The organization is building the hospitality technology platform of choice. It helps hotels maximize revenue, improve operations, and deliver exceptional guest experiences through innovative hospitality technology. The culture is customer-centric, collaborative, entrepreneurial, and built on a builder mindset. The team moves quickly, solves problems together, and empowers its people to make an impact.
Key Responsibilities
- Manage a portfolio of high-value and high-potential customer accounts.
- Own renewals and develop proactive renewal strategies.
- Identify and drive expansion opportunities across assigned accounts.
- Conduct regular business reviews and success planning sessions.
- Monitor customer health and proactively mitigate churn risk.
- Partner with Product, Support, Sales, and Implementation to deliver an exceptional customer experience.
- Maintain accurate customer data and account plans using CRM and customer success tools.
- Use AI and analytics to identify trends, prioritize work, and improve customer outcomes.
Required Qualifications
- 3+ years of Customer Success, Account Management, or related B2B SaaS customer-facing experience.
- Experience managing renewals and executive customer relationships.
- Strong communication, presentation, and problem-solving skills.
- Ability to manage multiple priorities in a fast-paced environment.
- Comfortable using AI to improve productivity and decision making.
- Thrive in fast-paced, entrepreneurial environments.
Preferred Qualifications
- Hospitality technology, PMS, or hotel software experience is a plus.
Compensation and Benefits
Base Salary Range: $70,000 - $100,000, part of a competitive total rewards package including an annual bonus, employer-paid benefits, L&D stipend and incentive pay for eligible roles. Individual pay may vary from the target range and is determined by a number of factors including experience, location, internal pay equity, and other relevant business considerations. All employee pay and compensation programs are reviewed annually at minimum to ensure competitive and fair pay.
Location: Remote, United States.