Job Description
**Job Title: Customer Success Manager - B2B SaaS (Hospitality Experience Required)**
**Location:** Anywhere in Florida or Tennessee - Remote
**Travel:** 10-30% to client locations (Approximately 2 weeks of travel every quarter)
**Experience:** 3-8 years
We are seeking a dynamic and proactive Customer Success Manager with a background in B2B SaaS and the hospitality industry. In this role, you will manage large, high-profile client accounts, ensuring their long-term success and driving revenue growth. This position requires travel to meet clients and build strong relationships.
**Role Overview:**
As a Customer Success Manager, you will be a trusted advisor to our key clients, focusing on their success and satisfaction. You will oversee the onboarding process, identify opportunities for account growth, drive contract renewals, and collaborate with internal teams to resolve issues promptly. Regular business reviews and proactive issue resolution will be integral to your role.
**Key Responsibilities:**
- **Manage Large Accounts:** Act as a trusted advisor to a portfolio of key accounts, ensuring their long-term success and satisfaction.
- **Client Onboarding:** Lead the onboarding process for new clients, ensuring a smooth integration and comprehensive understanding of the platform's features.
- **Account Growth:** Identify opportunities for upselling, cross-selling, and expanding product usage within large accounts.
- **Renewals and Retention:** Drive contract renewals and reduce churn by building deep relationships and ensuring clients achieve their desired outcomes.
- **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 growth opportunities.
- **Travel:** Meet clients in person as needed (10-30% travel) to conduct in-depth business reviews, offer strategic advice, and optimize their use of the 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 sales, support, and product teams to provide feedback and improve the customer experience.
**Qualifications:**
- 3-8 years of 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 of experience 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.
If you are passionate about customer success and have the required experience in B2B SaaS and the hospitality industry, we would love to hear from you!
Employment Type: Full-Time
Salary: $ 70,000.00 Per Year
Job Tags
Full time, Contract work,