Job Description

About Us:

We are a leading B2B SaaS provider offering solutions that empower the hospitality industry to automate operations, enhance guest experiences, and drive growth. Our innovative platform is used by hotels, vacation rentals, and property managers to streamline their day-to-day processes.

Role Overview:

We are seeking a Customer Success Manager with 3-8 years of experience , including 2+ years in B2B SaaS and at least 1 year in the hospitality sector , to manage large, high-profile client accounts. This role requires a proactive individual with strong account management skills to oversee a portfolio of big accounts, ensure successful onboarding, and drive revenue growth through upselling , renewals , and churn prevention . You will be expected to travel 10-30% of the time to meet clients and ensure their long-term success with our platform.

Key Responsibilities:

• Manage Large Accounts: Oversee a portfolio of key accounts, acting as their trusted advisor to ensure long-term success and satisfaction.
• Client Onboarding: Lead the onboarding process for new clients, ensuring smooth integration and full understanding of the platform’s features.
• Account Growth: Identify opportunities for upselling, cross-selling, and expanding the use of our products within large accounts.
• Renewals & Retention: Drive contract renewals and reduce churn by building deep relationships and ensuring clients achieve desired outcomes with our platform.
• Issue Resolution: Collaborate with internal teams to resolve customer issues promptly and efficiently.
• Business Reviews: Conduct regular check-ins and business reviews with clients to showcase value and plan future opportunities for growth.
• Travel: Meet clients in person as needed (10-30% travel) to conduct in-depth business reviews, offer strategic advice, and help optimize their use of our platform.
• Customer Success Metrics: Track client satisfaction, monitor platform usage, and respond proactively to any signs of dissatisfaction or churn risk.
• Cross-functional Collaboration: Work closely with the sales, support, and product teams to provide feedback and improve the customer experience.

Qualifications:

• 3-8 years of overall experience in Customer Success , Account Management , or related client-facing roles.

• 2+ years of experience in B2B SaaS (preferably managing large client accounts).

• 1+ year in the hospitality industry , with an understanding of its operational challenges.

• Proven track record of managing high-value accounts, upselling, and achieving high retention rates.

• Willingness to travel 10-30% for client meetings and relationship-building.

• Strong relationship management, negotiation, and communication skills.

• Ability to deliver in-depth business reviews and strategic advice to senior stakeholders.

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