Remote Customer Success Manager - WFH

Job Title: Customer Success Manager (Remote)

Location: Remote within Tennessee

Employment Type: Full-Time

Travel Requirements: 10-30% travel to client locations (approximately 2 weeks of travel every quarter)

Company Overview

Join a premier B2B SaaS leader dedicated to transforming the hospitality industry through innovative solutions designed to automate operations, elevate guest experiences, and stimulate growth. Our platform is recognized for enhancing the daily processes of hotels, vacation rentals, and property management teams, making a meaningful impact in the sector.

Job Overview

We are looking for a Customer Success Manager with a solid background in B2B SaaS, specifically with experience in Property Management Systems (PMS) within the hospitality domain. The ideal candidate will possess 3-8 years of professional experience, including a minimum of 2 years in a B2B SaaS environment and at least 1 year in a PMS/Hospitality SaaS setting. In this critical role, you will be responsible for managing significant client accounts to ensure high satisfaction, successful onboarding, and revenue growth through upselling and contract renewals.

Key Responsibilities

• Oversee a portfolio of high-profile client accounts, serving as a trusted advisor to guarantee sustained success and satisfaction.
• Facilitate the onboarding process for new clients, ensuring seamless integration and comprehensive understanding of platform features.
• Identify and pursue opportunities for upselling and cross-selling within existing accounts to expand product utilization.
• Champion contract renewals and minimize churn by cultivating robust relationships and ensuring clients achieve their operational goals.
• Collaborate with internal teams to quickly resolve customer issues and enhance their overall experience.
• Conduct regular business reviews and check-ins with clients to demonstrate value and strategize future growth opportunities.
• Travel to meet clients as needed (10-30% travel) to conduct impactful business reviews, provide strategic insights, and optimize their use of our solutions.
• Monitor customer success metrics, track satisfaction levels, and proactively address any signs of potential churn.
• Work synergistically with sales, support, and product teams to enhance the customer experience and drive improvements.
  
  

Required Skills

• Exceptional relationship management and negotiation capabilities.
• Strong verbal and written communication skills.
• Proven ability to conduct in-depth business reviews and deliver strategic recommendations.
• Experience with tracking customer success metrics and responding proactively to client needs.
• Collaborative mindset to work effectively across teams.
  
  

Qualifications

• 3-8 years of experience in Customer Success, Account Management, or related client-facing roles.
• At least 2 years of experience in B2B SaaS, ideally managing large client accounts.
• 1 year of experience in PMS/Hospitality SaaS, with insights into operational challenges.
• Demonstrated success in managing high-value accounts and achieving exceptional retention rates.
• Willingness to travel for client engagements (10-30%).
  
  

Career Growth Opportunities

We are committed to fostering professional development and career progression within our organization. Employees are encouraged to expand their skill sets and explore new opportunities as our company grows.

Company Culture And Values

Our organization promotes a collaborative work environment where team members are empowered to innovate and contribute to the success of our clients. We value diversity and strive to create an inclusive workplace where all individuals can thrive.

This role offers a unique opportunity to contribute significantly to the hospitality industry while enhancing your career in a vibrant and supportive company atmosphere. If you are passionate about customer success and have a track record of building lasting client relationships, we invite you to apply.

Employment Type: Full-Time