Job Description
Job Title: Customer Success Manager - B2B SaaS (Hospitality Focus)
Location: Florida - Remote
Travel: 10-30% to client location ( Approx. 2 weeks of travel every quarter)
Experience: 2 Years
We are a leading provider of B2B SaaS solutions, specializing in empowering the hospitality industry with tools to automate operations, elevate guest experiences, and foster growth. Our platform is the go-to solution for hotels, vacation rentals, and property managers looking to streamline their operations.
Role Overview:
We are looking for a Customer Success Manager with 3-8 years of experience, including 2+ years in B2B SaaS and at least 1 year in the hospitality sector. The ideal candidate will manage significant, high-profile client accounts, ensuring successful onboarding, driving revenue growth through upselling, renewals, and churn prevention. This role involves 10-30% travel to meet with clients and ensure their continued success with our platform.
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 seamless integration and comprehensive understanding of our platform's features.
- Account Growth: Identify and capitalize on opportunities for upselling, cross-selling, and expanding product usage within large accounts.
- Renewals Retention: Drive contract renewals and minimize churn by building strong relationships and ensuring clients achieve their goals with our platform.
- Issue Resolution: Collaborate with internal teams to resolve customer issues promptly and effectively.
- Business Reviews: Conduct regular business reviews with clients to demonstrate value and plan for future growth opportunities.
- Travel: Meet with clients in person as needed to conduct detailed business reviews, provide strategic advice, and optimize their platform usage.
- Customer Success Metrics: Monitor client satisfaction, platform usage, and proactively address any signs of dissatisfaction or churn risk.
- Cross-functional Collaboration: Work closely with sales, support, and product teams to provide feedback and enhance the customer experience.
Qualifications:
- 3-8 years of overall 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 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 comprehensive business reviews and strategic advice to senior stakeholders.
Employment Type: Full-Time
Salary: $ 65,000.00 85,000.00 Per Year
Job Tags
Full time, Contract work,