Job Description
About the Role:
We are seeking a motivated and client-focused Customer Success Manager to join our team and help us support large, high-profile clients in the hospitality industry. If you're passionate about helping businesses succeed, enjoy building lasting relationships, and have a background in B2B SaaS and hospitality, this could be a perfect fit for you. This role offers a great blend of strategic account management and hands-on client engagement, including regular travel to client sites to deepen connections and optimize results.
What You'll Do:
As a Customer Success Manager, you'll be instrumental in ensuring our clients gain maximum value from our platform. Here's how you'll make an impact:
Manage Key Accounts: Serve as the trusted advisor for a select portfolio of large, high-profile clients, providing personalized support to ensure long-term success and satisfaction.
Client Onboarding: Lead clients through the onboarding process, helping them integrate smoothly and understand the full range of our platform's capabilities.
Drive Account Growth: Proactively identify opportunities to expand the scope of our services within existing accounts, including upselling and cross-selling to meet client needs.
Retention and Renewal: Strengthen client relationships to secure contract renewals, build loyalty, and reduce churn by ensuring clients achieve their desired outcomes.
Issue Resolution: Partner with internal teams to resolve any issues promptly and effectively, keeping communication transparent and solutions-focused.
Business Reviews: Conduct regular check-ins and detailed business reviews with clients to highlight the platform's value and uncover new opportunities for growth.
Client Engagement and Travel: Occasionally meet with clients in person (10-30% travel required) to provide in-depth strategic advice and build rapport.
Customer Success Metrics: Monitor client satisfaction, track usage metrics, and respond proactively to any signs of dissatisfaction.
Collaborate Across Teams: Work closely with sales, support, and product teams to share insights and contribute to enhancing the overall customer experience.
What You Bring:
Experience: 3-8 years in Customer Success, Account Management, or similar client-facing roles, with 2+ years in B2B SaaS and at least 1 year in the hospitality industry.
Track Record: Proven success managing high-value accounts, driving renewals, and achieving high retention rates.
Relationship Skills: Strong communication and negotiation skills with a talent for building and maintaining client relationships.
Strategic Insight: Ability to conduct business reviews and offer strategic advice to senior stakeholders.
Flexibility: Willingness to travel up to 30% to nurture client relationships and ensure their ongoing success with our platform.
Employment Type: Full-Time
Salary: $ 145,000.00 Per Year
Job Tags
Full time, Contract work,