Customer Success Manager B2B SaaS Hospitality
Customer Success Manager B2B SaaS Hospitality
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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 daytoday processes.
Role Overview:
We are seeking a Customer Success Manager with 38 years of experience including 2 years in B2B SaaS and at least 1 year in the hospitality sector to manage large highprofile 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 1030% of the time to meet clients and ensure their longterm success with our platform.
Key Responsibilities:
- Manage Large Accounts: Oversee a portfolio of key accounts acting as their trusted advisor to ensure longterm 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 crossselling 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 checkins and business reviews with clients to showcase value and plan future opportunities for growth.
- Travel: Meet clients in person as needed (1030% travel) to conduct indepth 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.
- Crossfunctional Collaboration: Work closely with the sales support and product teams to provide feedback and improve the customer experience.
Qualifications:
• 38 years of overall experience in Customer Success Account Management or related clientfacing 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 highvalue accounts upselling and achieving high retention rates.
• Willingness to travel 1030% for client meetings and relationshipbuilding.
• Strong relationship management negotiation and communication skills.
• Ability to deliver indepth business reviews and strategic advice to senior stakeholders.
Employment Type
Remote
Company Industry
Key Skills
- Culinary Experience
- Restaurant Experience
- Food Service
- Hospitality Management
- Hotel Experience
- Hospitality Experience
- Management Experience
- Event Planning
- Employment & Labor Law
- Project Management Software
- Customer relationship management
- Restaurant Management
