Job Description
Role Overview:
We are looking for a proactive and experienced Customer Success Manager to oversee and support a portfolio of large, high-profile client accounts. In this role, you will be responsible for ensuring the success of our clients by leading the onboarding process, managing account growth, and building strong, long-lasting relationships. You will also play a key part in reducing churn and driving revenue through upselling and renewals. This position requires 3-8 years of experience, including 2+ years in B2B SaaS and at least 1 year in the hospitality sector. The role also involves occasional travel (10-30%) to meet clients in person, ensuring their ongoing satisfaction with the platform.
Key Responsibilities:
Manage Key Accounts: You will be the primary point of contact for large client accounts, building trust and fostering relationships to ensure their long-term success with our platform. Your efforts will help clients streamline operations and enhance their overall experience.
Client Onboarding: Lead the onboarding journey for new clients, ensuring smooth integration of the platform and full understanding of its features. Your goal is to make the transition as seamless as possible and set the stage for ongoing success.
Account Growth: Proactively identify and pursue opportunities to upsell and cross-sell additional features or services, expanding the use of our products within client accounts. Your ability to recognize growth potential will directly contribute to both client success and business expansion.
Retention & Renewals: Drive contract renewals and reduce churn by building strong, collaborative relationships with clients. You will focus on ensuring clients achieve their desired outcomes and fully realize the value of our solutions.
Issue Resolution: Collaborate with internal teams to quickly resolve any customer issues. Your dedication to addressing client needs promptly will help maintain high satisfaction levels and strong, positive relationships.
Business Reviews: Conduct regular check-ins and in-depth business reviews with clients, highlighting the value they're receiving from the platform. You will work with clients to identify opportunities for future growth and continued success.
Travel: Travel to meet clients as needed (10-30% of the time), providing hands-on support, delivering strategic advice, and helping clients optimize their use of the platform.
Customer Success Metrics: Track key performance indicators like client satisfaction and platform usage. You will monitor for any signs of dissatisfaction and take proactive steps to mitigate churn risks.
Cross-Functional Collaboration: Work closely with the sales, support, and product teams to relay client feedback, ensuring continuous improvement in the customer experience.
Qualifications:
3-8 years of experience in Customer Success, Account Management, or related client-facing roles.
At least 2 years of experience in B2B SaaS, with a focus on managing large client accounts.
1+ year of experience in the hospitality industry, with an understanding of operational challenges and unique client needs.
A proven track record of managing high-value accounts, driving upsells, and achieving strong retention rates.
Comfort with travel (10-30%) to meet clients and build relationships.
Strong relationship-building, negotiation, and communication skills.
Ability to deliver insightful business reviews and offer strategic guidance to senior stakeholders.
Employment Type: Full-Time
Salary: $ 152,000.00 Per Year
Job Tags
Full time, Contract work,