Customer Success Manager

Description

What you'll do

Own your book of business

• Manage a portfolio of customer accounts end to end onboarding, adoption, health, renewal

and expansion.

• Keep account plans, health scores and next steps current so you know where every account

stands.

• Run regular check-ins and business reviews that tie Otelier's platform to each customer's goals.

Protect revenue and escalate churn risk

• Watch usage, sentiment and engagement signals to catch at-risk accounts early.
• Escalate churn risk quickly and clearly to leadership, with the facts and a proposed save plan.
• Coordinate Support, Product and Implementation teams to resolve issues that threaten

renewal.

Find and drive growth

• Identify upsell and cross-sell opportunities across properties, products and modules.
• Partner with Sales and Account Management to qualify, hand off or close expansion deals.
• Bring customer feedback to Product to shape the roadmap.

Build relationships at every level

• Develop champions among day-to-day users who advocate for Otelier inside their organization.
• Build trust with decision makers and executive sponsors who control budget and renewal.
• Map stakeholders in each account and multi-thread so relationships survive turnover.

Keep the system of record clean

• Log activity, risks, opportunities and renewals in our CRM and customer success platform.
• Use data from these tools to prioritize your time and report on your portfolio.

Requirements

What you'll bring

• 3+ years in Customer Success, Account Management or a similar customer-facing role at a B2B

SaaS or technology company (adjust years to level).

• A track record managing a book of business with ownership of retention and renewal outcomes.
• Experience identifying churn risk and escalating it with clear context and a plan of action.
• Experience spotting growth opportunities and helping turn them into upsell or expansion

revenue.

• Proven ability to build relationships with both champions and senior decision makers.
• Hands-on experience with a CRM (such as Salesforce or HubSpot) and comfort living in it daily.
• A quick learner of new software who can master our platform and explain it simply to

customers.

• Strong written and spoken English; comfortable working with customers and colleagues across

time zones.

• Organized and self-directed, able to balance many accounts and priorities at once.

Nice to have

Hospitality experience is a plus but not required. We will teach you the industry if you bring strong

customer success skills.

• Experience at a hospitality technology company (PMS, revenue management, business

intelligence, accounting or similar).

• Experience working in the hospitality industry, such as hotel operations, finance or revenue

management.

• Experience with a customer success platform (such as Velaris, Gainsight or ChurnZero).
• Experience supporting customers in North America, Europe or Asia-Pacific