Job Description
Job Title: Customer Success Manager - B2B SaaS (Hospitality Focus)
Location: Remote (Florida or Tennessee preferred)
Travel Requirement: Approximately 10-30% (around 2 weeks per quarter)
Experience Required: Minimum 2 years
About Us
We are a leading provider of innovative B2B SaaS solutions designed to empower the hospitality industry. Our platform helps hotels, vacation rentals, and property managers streamline operations, improve guest experiences, and drive growth. By automating day-to-day processes, we enable our clients to focus on what matters most—delivering exceptional hospitality.
Role Overview
We're looking for a Customer Success Manager with a strong background in B2B SaaS and the hospitality industry to manage high-profile client accounts. This role is perfect for a proactive professional who thrives on building strong client relationships, driving account growth, and ensuring customers achieve long-term success with our platform.
You'll oversee a portfolio of key accounts, lead onboarding processes, and identify opportunities to enhance customer satisfaction and retention. This position involves occasional travel (10-30%) to meet with clients and conduct in-depth business reviews.
What You'll Do
Account Management: Serve as the main point of contact for a portfolio of large, high-value clients, ensuring their success and satisfaction with our platform.
Client Onboarding: Guide new customers through the onboarding process, ensuring seamless integration and understanding of our platform's features.
Growth Opportunities: Identify and pursue opportunities for upselling, cross-selling, and expanding the adoption of our solutions within client organizations.
Retention & Renewals: Foster strong relationships to secure contract renewals, reduce churn, and ensure clients achieve their desired outcomes.
Issue Resolution: Collaborate with internal teams to address and resolve customer concerns promptly and effectively.
Business Reviews: Conduct regular client check-ins and strategic business reviews to highlight platform value and identify future growth opportunities.
Travel: Meet clients in person as needed to deepen relationships, provide strategic advice, and optimize platform usage.
Data-Driven Insights: Monitor platform usage and customer satisfaction metrics to anticipate needs and mitigate potential risks.
Team Collaboration: Work closely with sales, support, and product teams to share client feedback and improve the overall customer experience.
What You Bring
Experience: 3-8 years in Customer Success, Account Management, or similar client-facing roles, including:
2+ years in B2B SaaS (preferably managing large accounts).
1+ year in the hospitality industry with a solid understanding of its operational challenges.
Proven success managing high-value accounts, driving upsells, and achieving high client retention rates.
Excellent relationship management, negotiation, and communication skills.
Ability to conduct insightful business reviews and provide strategic guidance to senior stakeholders.
Willingness to travel 10-30% of the time for client meetings and relationship-building.
Why Join Us?
Impactful Work: Play a pivotal role in empowering hospitality businesses to thrive.
Collaborative Environment: Work with a passionate, forward-thinking team that values innovation and client success.
Flexibility: Enjoy the freedom of working remotely while staying connected with dynamic clients.
If you're ready to take your career to the next level and make a difference in the hospitality industry, we'd love to hear from you!
Employment Type: Full-Time
Salary: $ 46,000.00 134,000.00 Per Year
Job Tags
Full time, Contract work,