{"id":2040688,"url":"https://alion.io/job/otelier-customer-success-manager","title":"Customer Success Manager","company":{"id":2820442,"name":"Otelier","domain":"otelier.io","url":"https://alion.io/company/otelier","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Paylocity","truth_index":null},"role":"Customer Success","role_family":"Customer Success","seniority":"middle","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"inferred","locations":[],"countries":[],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":3,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"HubSpot","optional":false},{"name":"Salesforce","optional":false}],"status":"live","first_seen_at":"2026-10-07T11:22:53Z","employer_posted_date":"2026-10-07","last_verified_at":"2026-10-22T23:24:50Z","board_verified":true,"closed_at":null,"days_open":15,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":15},"description":"Description\nWhat you'll do\nOwn your book of business\nManage a portfolio of customer accounts end to end onboarding, adoption, health, renewal\nand expansion.\nKeep account plans, health scores and next steps current so you know where every account\nstands.\nRun regular check-ins and business reviews that tie Otelier's platform to each customer's goals.\nProtect revenue and escalate churn risk\nWatch usage, sentiment and engagement signals to catch at-risk accounts early.\nEscalate churn risk quickly and clearly to leadership, with the facts and a proposed save plan.\nCoordinate Support, Product and Implementation teams to resolve issues that threaten\nrenewal.\nFind and drive growth\nIdentify upsell and cross-sell opportunities across properties, products and modules.\nPartner with Sales and Account Management to qualify, hand off or close expansion deals.\nBring customer feedback to Product to shape the roadmap.\nBuild relationships at every level\nDevelop champions among day-to-day users who advocate for Otelier inside their organization.\nBuild trust with decision makers and executive sponsors who control budget and renewal.\nMap stakeholders in each account and multi-thread so relationships survive turnover.\nKeep the system of record clean\nLog activity, risks, opportunities and renewals in our CRM and customer success platform.\nUse data from these tools to prioritize your time and report on your portfolio.\nRequirements\nWhat you'll bring\n3+ years in Customer Success, Account Management or a similar customer-facing role at a B2B\nSaaS or technology company (adjust years to level).\nA track record managing a book of business with ownership of retention and renewal outcomes.\nExperience identifying churn risk and escalating it with clear context and a plan of action.\nExperience spotting growth opportunities and helping turn them into upsell or expansion\nrevenue.\nProven ability to build relationships with both champions and senior decision makers.\nHands-on experience with a CRM (such as Salesforce or HubSpot) and comfort living in it daily.\nA quick learner of new software who can master our platform and explain it simply to\ncustomers.\nStrong written and spoken English; comfortable working with customers and colleagues across\ntime zones.\nOrganized and self-directed, able to balance many accounts and priorities at once.\nNice to have\nHospitality experience is a plus but not required. We will teach you the industry if you bring strong\ncustomer success skills.\nExperience at a hospitality technology company (PMS, revenue management, business\nintelligence, accounting or similar).\nExperience working in the hospitality industry, such as hotel operations, finance or revenue\nmanagement.\nExperience with a customer success platform (such as Velaris, Gainsight or ChurnZero).\nExperience supporting customers in North America, Europe or Asia-Pacific","description_format":"text","description_chars":2863,"description_truncated":false,"requirements":{"experience_years_min":3,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[{"language":"English","level":"All levels","optional":false}]},"benefits":["Growth opportunities"],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Professional Services","Sales & Marketing","Hotels & Resorts"],"lifecycle":[{"event":"open","at":"2026-10-07T17:47:41Z"}],"visa":[],"liveness":{"score":85,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.85,"p_room":1,"age_days":14,"expected_fill_days":55,"reasons":["conf:1","win:early"],"computed_at":"2026-10-22T06:10:10Z"},"pay":null,"html_url":"https://alion.io/job/otelier-customer-success-manager","json_url":"https://alion.io/job/otelier-customer-success-manager.json","meta":{"generated_at":"2026-10-23T01:36:03Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":2661,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-24T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":2820442},"rest":"https://alion.io/mcp/rest/get_company?id=2820442"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fotelier-customer-success-manager"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fotelier-customer-success-manager"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fotelier-customer-success-manager"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/otelier-customer-success-manager\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fotelier-customer-success-manager"}]}