Job Description
Position: Customer Success Manager
Experience Required: 3-8 years, including 2+ years in B2B SaaS and 1+ year in the hospitality industry
Travel Requirement: 10-30%
Who We Are
We're a dynamic B2B SaaS company specializing in solutions that empower the hospitality industry to streamline operations, improve guest experiences, and drive growth. Our innovative platform is trusted by hotels, vacation rentals, and property managers worldwide to optimize their daily processes and create memorable guest journeys.
About the Role
We're looking for a Customer Success Manager to join our team! In this role, you'll manage a portfolio of high-profile client accounts, ensuring each one experiences the full benefits of our platform. This position is ideal for someone with strong account management skills who's excited about helping clients grow, driving successful onboarding, and enhancing client satisfaction through upselling, renewals, and retention strategies. You'll also have the opportunity to meet clients in person to foster these relationships and make a direct impact on their success.
Key Responsibilities
Account Management: Oversee a portfolio of key accounts as a trusted advisor, driving long-term success and building strong client relationships.
Client Onboarding: Guide new clients through the onboarding process, helping them get up and running smoothly and ensuring they understand all platform features.
Growth & Expansion: Identify upsell and cross-sell opportunities and help clients unlock the full potential of our platform to expand within their organizations.
Renewals & Retention: Drive contract renewals and minimize churn by ensuring clients achieve meaningful outcomes through personalized support.
Issue Resolution: Work collaboratively with internal teams to resolve any issues, ensuring prompt and effective support for client satisfaction.
Business Reviews: Regularly check in with clients, leading strategic business reviews that highlight the platform's value and identify future growth opportunities.
Client Visits: Travel as needed (10-30%) to meet with clients, conduct business reviews, and provide in-depth strategic guidance.
Success Metrics: Track client satisfaction, monitor platform usage, and proactively respond to any signs of dissatisfaction or risk.
Cross-functional Collaboration: Partner closely with sales, support, and product teams to enhance the customer experience and advocate for client needs.
Qualifications
3-8 years of experience in Customer Success, Account Management, or a similar client-facing role.
At least 2 years in B2B SaaS, ideally with large client accounts.
Minimum 1 year in the hospitality industry, with insight into its operational challenges.
Proven success managing high-value accounts, with a strong record of upselling and retention.
Comfortable with travel (10-30%) for face-to-face client engagement.
Excellent communication, negotiation, and relationship-building skills.
Confident delivering strategic advice and in-depth business reviews to senior stakeholders.
Employment Type: Full-Time
Salary: $ 65,000.00 Per Year
Job Tags
Full time, Contract work, Worldwide,