Remote Customer Success Manager | WFH

Job Overview

We are on the lookout for a dedicated and results-driven Customer Success Manager to become a vital part of our team. This role is tailored for individuals who have a passion for empowering businesses in the hospitality sector and thrive in building meaningful client relationships. As a Customer Success Manager, you will play a crucial role in driving client satisfaction and ensuring the successful utilization of our B2B SaaS platform, while also engaging with high-profile clients across the industry.

Key Responsibilities

• Serve as a key advisor to a select portfolio of prominent clients, delivering tailored support to promote long-term success and satisfaction.
• Oversee the client onboarding journey, facilitating a seamless integration and maximizing their understanding of our platform’s comprehensive capabilities.
• Actively identify avenues for account expansion, including upsell and cross-sell opportunities, to align with client objectives.
• Cultivate strong client relationships to secure contract renewals, enhance loyalty, and minimize churn by enabling clients to meet their desired outcomes.
• Collaborate with internal teams to address and resolve client issues promptly, ensuring clear and effective communication.
• Conduct regular check-ins and comprehensive business reviews to showcase the value of our platform and uncover new growth opportunities.
• Engage with clients through occasional in-person meetings (10-30% travel required) to provide strategic insights and strengthen relationships.
• Monitor client satisfaction and usage metrics, proactively addressing any signs of disenchantment.
• Work collaboratively across sales, support, and product teams to share insights that enhance the overall client experience.
  
  

Required Skills

• 3-8 years of experience in Customer Success, Account Management, or related client-facing roles.
• A minimum of 2 years in the B2B SaaS industry and at least 1 year in the hospitality sector.
• Proven ability to manage high-value accounts while achieving exceptional renewal rates.
• Excellent communication and negotiation abilities, with a strong aptitude for relationship-building.
• Strategic mindset with the capacity to conduct business reviews and provide insightful advice to senior stakeholders.
• Flexibility to travel up to 30% to nurture client relationships effectively.
  
  

Qualifications

• A Bachelor's degree in Business, Marketing, or a related discipline is preferred.
  
  

Career Growth Opportunities

In this role, you will benefit from ample opportunities for career advancement within the organization, taking on larger accounts or pursuing leadership pathways. You will gain valuable insights into strategic account management, paving the way for further professional development.

Company Culture And Values

Our organization promotes a collaborative, client-centered culture that prioritizes the establishment of robust relationships both internally and externally. We empower our employees to effectively support our clients while celebrating their achievements.

Employment Type: Full-Time