Job Description
Customer Success Manager
About Us
We are a dynamic and growing company on a mission to empower the people behind the hospitality industry. Our focus is on delivering innovative software solutions that help hotel operators and management groups navigate the evolving landscape of technology, labor challenges, and profitability. With a global team of 350 and a remote-first mindset, we provide flexibility while fostering collaboration across our key hubs in Atlanta, Tampa, and Denver.
Our Core Values
Start with People - We believe in the power of relationships, trust, and teamwork. Hospitality starts with people, and we embrace kindness, warmth, and fun in everything we do.
Demand Integrity - Trust, ethics, and consistency are the foundation of our organization. We hold ourselves and others accountable to the highest standards.
Delight the Customer - We aim to exceed expectations through excellence, attention to detail, and proactive customer engagement.
Champion Innovation - The world is always changing, and we stay ahead by thinking big and embracing continuous improvement.
Make It Happen - We focus on results, persistence, and accountability to drive success and impact.
About the Role
As a Customer Success Manager, you will play a crucial role in helping our clients maximize the value of our software solutions. You will act as a trusted advisor, guiding customers from onboarding through long-term engagement and renewal. This role requires a blend of relationship management, problem-solving, and strategic thinking to ensure customer satisfaction and business success.
Key Responsibilities:
Serve as the primary point of contact for a portfolio of customer accounts, fostering long-term relationships.
Guide customers through onboarding and implementation, ensuring a smooth and efficient process.
Develop strategies to drive product adoption, customer training, and overall engagement.
Monitor key metrics and proactively address potential challenges to maintain customer satisfaction.
Identify opportunities for upselling, cross-selling, and renewal growth.
Act as a customer advocate, collaborating with internal teams to resolve issues and improve products.
Conduct business reviews, share insights, and provide consultative support to customers.
Utilize CRM tools to track customer data, manage interactions, and communicate key updates.
Lead customer webinars and training sessions to enhance product utilization.
Promote customer success through proactive engagement, problem-solving, and tailored solutions.
What We're Looking For:
Bachelor's degree in Business Administration, Hospitality, or a related field.
2-3 years of experience in Customer Success, Account Management, or a related role within a SaaS or enterprise software business.
Strong relationship-building skills, with experience engaging stakeholders at all levels within an organization.
Excellent organizational, presentation, and communication skills (written and verbal).
Analytical mindset with the ability to interpret data and develop actionable insights.
Self-starter with the ability to work independently in a fast-paced, high-growth environment.
Proficiency in Excel, Word, and PowerPoint; familiarity with G-Suite preferred.
Experience with CRM and customer success tools such as Salesforce, ChurnZero, TeamSupport, or Monday.com is a plus.
Willingness to travel as needed based on customer and business needs.
Hospitality industry experience is preferred but not required.
Benefits & Perks:
Health & Wellness: Comprehensive medical, dental, and vision insurance for employees and dependents; employer-paid life and disability insurance; Employee Assistance Program.
Financial Wellbeing: Competitive salary with bonus structure, 401(k) plan with employer match.
Flexibility & Time Off: Discretionary time off, company holidays, winter closure, and 12 weeks of parental leave.
Join Us!
If you're passionate about customer success, love solving problems, and thrive in a fast-paced environment, we'd love to hear from you. Click "apply" to take the next step in your career!
Applicants must be authorized to work in the U.S. at this time. We are an equal opportunity employer, and all qualified applicants will receive consideration without regard to race, color, religion, gender identity, sexual orientation, national origin, disability, or veteran status.
Employment Type: Full-Time
Salary: $ 75,000.00 90,000.00 Per Year
Job Tags
Full time, Remote work,