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