Customer Success Consultant – Hospitality

This is a fully remote position, open to applicants in Florida, +3 more states.

📋 Description

• Act as the performance expert for a designated portfolio of hotels.

• Acquire an in-depth understanding of each property's business, leadership, objectives, performance drivers, challenges, opportunities, adoption, and risks.

• Establish trusted relationships with General Managers, senior property leaders, and Program Champions.

• Analyze IN-Gauge data and convert performance outcomes into actionable business insights and opportunities.

• Influence hotel leadership to prioritize adoption, execution, and accountability.

• Facilitate recurring monthly or quarterly discussions on property performance and conduct business reviews.

• Promote IN-Gauge adoption through leadership alignment, Champion engagement, accountability, and effective platform utilization.

• Maintain proactive communication and outreach with key contacts at assigned properties.

• Monitor adoption, engagement, performance, and overall customer well-being.

• Detect churn signals and escalate risks to Customer Success leadership.

• Illustrate the relationship between IN-Gauge adoption, frontline execution, incremental revenue, and customer value.

• Identify and recommend product and expansion opportunities, including DeskMax, CheckMax, BookMax, and other FPG solutions.

• Collaborate with Customer Success leadership and internal FPG teams to address challenges and ensure a superior customer experience.

• Travel to assigned properties, customer meetings, and FPG events as required.

⛳️ Requirements

• 3+ years of professional experience in hotel operations, hospitality Customer Success, account management, consulting, or a related field.

• Required hands-on experience in hotel/hospitality operations.

• Preferred experience in property-level leadership roles such as Front Desk Manager, Front Office Manager, Rooms Division Manager, Hotel Operations Manager, Assistant General Manager, or similar.

• Strong comprehension of hotel operations, property-level performance, and the priorities and challenges faced by hotel leadership.

• Excellent presentation, facilitation, and communication capabilities.

• Proven ability to build trusted relationships with stakeholders across multiple levels.

• Strong analytical skills with the capacity to interpret performance data into actionable business insights.

• Commercial acumen with an understanding of revenue, profitability, performance, and ROI.

• Ability to balance strategic relationships with operational execution and follow-through.

• Proactive, responsive, inquisitive, highly organized, and possess a strong sense of ownership.

• Comfortable using software, technology, and performance data.

• Capability to independently manage multiple customer relationships, priorities, and deadlines.

• Willingness to travel up to 20% based on customer and business needs.

• Preference for candidates located in or near Orlando, FL; Portland, OR; Nashville, TN; or St. Louis, MO.

🏝️ Benefits

• Employer contribution toward company-sponsored health plans.

• Dental & Vision plans available.

• Employer-funded Short-term Disability.

• Employer-funded Long-term Disability.

• Employer-funded Life Insurance Policy ($100,000).

• Employer-funded Accidental Death & Dismemberment Policy ($100,000).

• 401K participation with a 4% Employer Matching Contribution.

• Paid Time Off and annual holiday closure.

• Parental Leave (Maternity, Paternity, and Adoption Leaves).

• Monthly incentives based on eligibility.