Remote Customer Success Manager | WFH

Customer Success Manager - Remote

Company Overview

We are a forward-thinking organization dedicated to empowering the professionals within the hospitality sector. Our mission is to provide cutting-edge software solutions that assist hotel operators and management groups in navigating the challenges of technology, workforce dynamics, and profitability. With a global team of 350 and a commitment to a remote-first work culture, we prioritize flexibility while enhancing collaboration across our key locations in Atlanta, Tampa, and Denver.

Core Values

• People-Centric Approach: We understand that relationships, trust, and teamwork are essential. Hospitality begins with people, and we cultivate an environment infused with kindness, warmth, and enthusiasm.
• Integrity at Our Core: Trust, ethics, and consistency form the bedrock of our company. We hold ourselves and our colleagues to the highest standards of accountability.
• Customer Delight: We strive to surpass expectations through excellence in service, meticulous attention to detail, and proactive engagement with our customers.
• Innovative Thinking: In a constantly evolving world, we embrace creativity and continuous improvement to stay ahead.
• Results-Driven Mindset: Our focus is on achieving results, demonstrating persistence, and fostering accountability to drive impact.
  
  

Job Overview

As a Customer Success Manager, you will be essential in ensuring our clients derive maximum value from our software solutions. Your role will involve acting as a trusted advisor, guiding customers through the onboarding process and fostering long-term engagement. This position necessitates a combination of relationship management, problem-solving abilities, and strategic insights to enhance customer satisfaction and contribute to business success.

Key Responsibilities

• Serve as the primary liaison for an assigned portfolio of customer accounts, nurturing long-lasting relationships.
• Facilitate smooth onboarding and implementation processes for customers.
• Devise strategies to promote product adoption, deliver customer training, and enhance overall engagement.
• Monitor key performance indicators and proactively address potential challenges to sustain customer satisfaction.
• Identify opportunities for upselling and cross-selling, as well as supporting renewal efforts.
• Advocate for customers within the organization, collaborating with internal teams to resolve issues and enhance our offerings.
• Conduct business reviews, share insights, and provide consultative support tailored to customer needs.
• Utilize CRM tools to manage customer interactions and keep track of essential updates.
• Lead customer webinars and training sessions to improve product utilization.
  
  

Required Skills

• Proven ability to build and maintain strong relationships with stakeholders at all organizational levels.
• Exceptional organizational, presentation, and communication skills, both written and verbal.
• Analytical mindset capable of interpreting data and deriving actionable insights.
• Self-motivated and able to work independently within a fast-paced, high-growth environment.
• Proficient in Microsoft Excel, Word, and PowerPoint; familiarity with G-Suite is advantageous.
• Experience with CRM and customer success tools such as Salesforce, ChurnZero, TeamSupport, or Monday.com is beneficial.
• Willingness to travel as required based on client and business needs.
• Experience in the hospitality industry is preferred but not mandatory.
  
  

Qualifications

• A Bachelor's degree in Business Administration, Hospitality, or a related field.
• 2-3 years of experience in Customer Success, Account Management, or similar roles within a SaaS or enterprise software context.
  
  

Career Growth Opportunities

Joining our team offers significant potential for professional advancement in a supportive environment that champions innovation and customer engagement. As you cultivate deep relationships with clients and internal teams, opportunities for mentorship and leadership will become available.

Why Join Us?

If you are passionate about customer success, enjoy problem-solving, and thrive in a dynamic workplace, we encourage you to apply. Click "apply" to take the next step in your professional journey!

Applicants must possess authorization to work in the U.S. We are an equal opportunity employer and welcome all qualified applicants without regard to race, color, religion, gender identity, sexual orientation, national origin, disability, or veteran status.

Employment Type: Full-Time