Job Description
Customer Success Manager - B2B SaaS for Hospitality
Experience Required: 3-8 years in Customer Success, Account Management, or similar client-facing roles
Location: Remote with 10-30% travel for client meetings
Are you passionate about delivering exceptional customer experiences and driving growth? We're looking for a dynamic Customer Success Manager to manage high-value client accounts and ensure that hospitality businesses make the most of our innovative SaaS platform. This role involves working directly with large accounts within the hospitality sector to streamline their operations, enhance guest experiences, and maximize revenue growth.
Role Overview
In this role, you'll oversee a portfolio of large, high-profile accounts in the hospitality industry, working proactively to help clients onboard successfully, optimize platform usage, and achieve their business goals. You'll have the chance to collaborate closely with various internal teams and travel to meet clients, delivering strategic insights and solutions that elevate their success with our platform.
Key Responsibilities
Account Management & Client Relations: Act as the primary point of contact for a portfolio of key accounts, building trust and strong relationships to ensure their ongoing satisfaction and success.
Client Onboarding: Lead new clients through the onboarding process, helping them integrate smoothly and gain a thorough understanding of our platform's features and benefits.
Revenue Growth & Upselling: Identify and pursue opportunities for upselling and cross-selling, expanding clients' use of our platform to meet their evolving needs.
Renewals & Retention: Proactively manage renewals, drive retention, and reduce churn by fostering strong relationships and consistently delivering value.
Issue Resolution: Partner with support and product teams to address any issues, ensuring prompt and efficient solutions for a seamless client experience.
Business Reviews & Strategic Guidance: Conduct regular check-ins and in-depth business reviews, offering strategic advice and showcasing new ways the platform can support their growth.
Customer Success Metrics: Track key performance indicators, monitor platform usage, and address any signs of dissatisfaction or churn risk.
Cross-Functional Collaboration: Collaborate with sales, support, and product teams to provide insights, share client feedback, and drive continuous improvements to the customer experience.
Qualifications
Experience: 3-8 years in Customer Success, Account Management, or similar client-facing roles, with at least 2 years in B2B SaaS and 1 year in the hospitality industry.
Hospitality Industry Insight: Knowledge of hospitality industry operations and an understanding of the specific challenges that hotels, vacation rentals, and property managers face.
Relationship Management Skills: Strong skills in building and maintaining relationships, along with proven experience in upselling and achieving high retention rates.
Travel Readiness: Willingness to travel 10-30% for client meetings, business reviews, and relationship-building activities.
Communication & Strategic Thinking: Excellent communication, negotiation, and presentation skills, with the ability to engage senior stakeholders and deliver strategic insights.
If you're looking to make an impact with a leading B2B SaaS platform, helping hospitality businesses achieve their goals and grow their success, we'd love to hear from you!
Employment Type: Full-Time
Salary: $ 294,400.00 367,900.00 Per Year
Job Tags
Full time,