Customer Success Manager

About the role

The Customer Success Manager will own the long-term success of an assigned portfolio of high-value customers. They will drive product adoption, retention, renewals, and expansion opportunities while serving as a trusted advisor to their customers.

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 your 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.

Requirements

• 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.
• Hospitality technology, PMS, or hotel software experience is a plus.
• Comfortable using AI to improve productivity and decision making.
• Thrives in fast-paced, entrepreneurial environments.

Qualifications

• Proven track record of driving customer success and retention.
• Experience working with SaaS products and technologies.
• Excellent interpersonal and communication skills.
• Ability to work independently and as part of a team.
• Strong analytical and problem-solving skills.

Skills

• Customer Success Management
• Account Management
• Sales
• Product Management
• Support
• Implementation
• CRM Systems
• AI and Analytics

Benefits

Visual Matrix offers 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 based on experience, location, internal pay equity, and other relevant business considerations.

Pay

Base Salary Range: $70,000 - $100,000, part of a competitive total rewards package.

Schedule

Remote, United States.