Customer Success Manager, HotStats
About the Role
You'll own the full post-sale journey for a global portfolio of hotel and hospitality clients on HotStats, from onboarding through renewal. This is a relationship-driven, data-informed role where you're the trusted advisor who helps hoteliers turn benchmarking data into real business decisions, and where you'll have AI tools at your fingertips to work smarter every step of the way.
About Duetto
Duetto is the hospitality industry's leading revenue management platform, founded in 2012 by former Wynn Resorts executives who knew the industry needed better technology. We built the world's first Revenue & Profit Operating System, a suite of tools (GameChanger, ScoreBoard, BlockBuster, Advance and more) that goes beyond room pricing to give hotels, resorts and casinos a complete picture of their revenue and profitability. Trusted by clients ranging from independent boutique hotels to global chains, we've been named the #1 Revenue Management Software by HotelTechAwards four years running and the #1 Best Place to Work in Hotel Tech in 2025. Backed by GrowthCurve Capital since 2024, we're accelerating our investment in AI, and we're genuinely passionate about the industry we serve. We build products we're proud of, for customers we care about.
Responsibilities
- Own the end-to-end post-sales lifecycle for your portfolio: onboarding, adoption, retention, and renewal, with an eye toward driving incremental revenue and beating retention targets
- Be the go-to advisor for your clients on HotStats, solving business and product questions that keep them happy and healthy
- Run strategic check-ins, training sessions, and QBRs, with AI-assisted prep tools in your back pocket, to help clients hit real ROI
- Use AI-assisted analytics to spot churn risk early and surface upsell and cross-sell opportunities before your clients even ask
- Partner closely with Sales, Product, and Support to make sure the client voice shapes what we build and how we support them
- Stay sharp on HotStats, USALI standards, hotel ownership models, and the broader hospitality tech landscape so you're always one step ahead for your clients
Requirements
- 4+ years in a customer-facing role in SaaS, hospitality technology, or data analytics, with direct exposure to hotel operations or benchmarking platforms
- Strong understanding of hotel performance reporting, including USALI standards, hotel ownership models, and enterprise reporting structures
- Sharp analytical skills with a track record of turning data into actionable client recommendations
- Fluent English, bonus points for additional languages
- Comfort with AI-assisted tools for data analysis, reporting, and client communication, plus a genuine willingness to adopt and iterate on new tooling
Nice-to-Have Skills
- Specialized experience within hospitality technology
- Proficiency with Salesforce and project management tools like Jira or Trello
- Familiarity with hotel benchmarking platforms or competitive intelligence tools
- Knowledge of hotel total profitability frameworks, including cost center analysis, GOP optimization, and ownership reporting
- Experience with AI-powered CS platforms (Gainsight, Salesforce Einstein, Gong) or a strong record of weaving AI into CS workflows
Benefits
- Join a category-creating platform that's redefining hotel revenue strategy, not just another SaaS tool
- Be part of a genuinely AI-forward culture: every role at Duetto, including this one, is being reimagined around AI-augmented workflows, and you'll be equipped to work at that frontier
- Work with a global client base of hoteliers who trust HotStats to make smarter, data-backed decisions
- Collaborate across Sales, Product, and Support in a company that lives its We Build Partnerships value
- Grow with a company backed by GrowthCurve Capital and named #1 Best Place to Work in Hotel Tech in 2025
Schedule
Remote (US)