CSM - Hospitality
Job Category: Customer Success
Industry: Hospitality (Hotel Tech / SaaS)
Location: Fully remote
Employment Type: Full-time W2 with Benefits
Travel: 33% to 50% Travel (Within USA mainly)
Salary Range: $90k to $110k
About the company:
This is a fully remote position with an Austin-based SaaS startup rapidly growing within the hospitality tech industry. Our client’s mobile application provides guests with a virtual check-in, improves guest experience, and helps hotel operations with managing the front of the house. It allows self-check-in without stopping at the front desk, offers options to upgrade the room, stay, bring keyless entry to the actual room, order room service with a tap & more.
About You
We're looking for a strategic Client Success professional who loves working with clients, is driven to deliver quality results, and is committed to providing the most value possible to our clients and internal teams. An expert in managing and acting on hotel client needs and fluent in anticipating and proactively acting on any potential risk to client accounts and renewal. Collaborative partner, both with your clients and internally across sales, support, product, and service teams, to ensure your clients’ voices are heard and we are all aligned on the success strategy for each account. You are curious, quick to pick up new technologies, and constantly evaluating how we can improve.
About the Role
As a Strategic Client Success Manager, your primary responsibility is to drive the success and satisfaction of our key customers by developing and executing both tactical and strategic initiatives. You will manage a portfolio of hotel clients, focusing on building solid relationships, regularly reviewing success KPIs, and partnering on strategies to ensure they reach their defined solution goals. You will work closely with cross-functional teams to understand customer needs, identify growth opportunities, and provide successful adoption and utilization of our products or services. The CSM is a client advocate and must ensure their client’s voice is heard across the organization, whether through recognizing expansion opportunities to partner with sales on, helping to escalate Support issues or more profound account risk to leadership, or communicating potential use cases or product challenges to our Product team for roadmap consideration. Your goal is to build solid, long-term customer relationships, ultimately driving retention, expansion, and advocacy.
Responsibilities
● Strategic Account Management:
Serve as the main point of contact for your portfolio of clients, building and maintaining strong relationships at various levels within their organization.
Understand each customer's unique goals, challenges, and priorities and develop tailored success plans to address their needs.
As needed, escalate quickly and effectively any issues or misalignments with client needs through the internal and external organizations.
Proactively identify opportunities for growth and expansion within assigned accounts.
● Customer Engagement and Adoption:
Guide customers through the onboarding process, ensuring a smooth and successful implementation of our products or services.
Educating and training customers on best practices and promoting additional features or services that align with their objectives can drive product adoption and usage.
Provide ongoing support and guidance to customers, helping them maximize the value they derive from our offerings.
Build out internal and external account plans for success, along with success KPIs, and lead regular business reviews with key stakeholders.
● Cross-Functional Collaboration:
Collaborate closely with sales, product, and support teams to advocate for customers' needs and ensure a seamless customer experience.
Communicate customer feedback, feature requests, and insights internally to inform product development and improvement initiatives.
Work with the sales team to identify opportunities for upselling or cross-selling to existing customers.
● Customer Advocacy and Retention:
Act as a trusted advisor to customers, providing strategic guidance and advice to help them achieve their business goals.
Proactively monitor customer health and identify any signs of dissatisfaction or churn risk, taking proactive steps to address issues and mitigate risks.
Champion the voice of the customer internally, advocating for their needs and driving initiatives to improve customer satisfaction and loyalty.
Identify opportunities for case studies and other co-marketing opportunities.
Requirements
● A minimum of 2-5 years of experience in a client-facing customer success role, ideally handling Hotels or Enterprise-level clients at a B2B or SaaS start-up.
● Experience managing a portfolio of various-sized clients, building solid relationships, and outlining account success plans.
● The ideal candidate will have at least two years working in hospitality operations, front-of-the-house, or management.
● Excellent communication and interpersonal skills with a knack for understanding clients and them viewing you as a valued and trusted partner.
● KPI focused on experience utilizing data and metrics to lead conversations around results and opportunities.
● Demonstrated ability to manage complex relationships and navigate challenging situations with professionalism and empathy.
● Experience working with cross-functional teams and driving collaboration to achieve shared goals.
● Familiarity with customer success platforms, CRM systems, and other relevant tools and technologies.
● Deep knowledge of Client Success processes with a proven track record of establishing them in a young organization.
● Experience partnering with sales and support teams on expansions and escalations.
Location:
This is a fully remote position.
Employment Type:
Full time. W2 with Benefits.
Travel:
33% - 50% Travel (Witin USA mainly)
Industry:
Hospitality (Hotel Tech)
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)