Customer Success Manager

This is a fully remote position, open to applicants in Australia.

📋 Description

• Oversee the complete onboarding process for new hotel partners, which includes establishing expectations, training hotel personnel, and ensuring comprehensive system adoption post-launch.

• Collaborate with integration and support teams to connect Sadie to hotel systems while keeping hotels updated.

• Assess when hotels are ready to launch and proactively address any issues that arise.

• Act as the primary point of contact for hotel operators and managers following the go-live phase.

• Foster strong working relationships with hotel partners.

• Monitor account health, call management, bookings, and staff utilization; proactively resolve issues as they occur.

• Collect, track, and analyze feedback from hotels to identify trends.

• Present data-driven product concerns to the Product and Engineering teams.

• Assist in prioritizing product enhancements based on the experiences of hotels and guests.

• Ensure hotels comprehend and utilize relevant features of Sadie.

• Identify upselling opportunities, new integrations, expansions, and referrals within multi-location groups.

• Collaborate with Sales when accounts are poised for growth.

• Document and refine customer success playbooks, onboarding procedures, health evaluations, and escalation routes.

• Enhance cross-functional transitions and create initiatives and support programs to boost retention and satisfaction.

⛳️ Requirements

• A minimum of 2 years experience in customer success, account management, or a role within hospitality technology.

• Experience working at a hotel front desk or in a management capacity.

• Excellent organizational skills and the ability to manage multiple onboardings while maintaining a full account roster.

• Empathy towards hotel operators and a strong understanding of the pressures faced by hotel managers.

• Excellent written and verbal communication skills, including the ability to train non-technical staff and clearly explain delays.

• Capability to build relationships, resolve issues, and see each problem through to resolution.

• Ability to manage competing priorities effectively.

• Capacity to work autonomously and make account-related decisions without waiting for directives.

• Daily experience with AI tools and the ability to evaluate their outputs.

• Preferable: experience in onboarding or implementing software for hotels or restaurants.

• Preferable: familiarity with property management systems, channel managers, or booking engines.

• Preferable: experience in managing accounts within multi-property hotel groups.

• Preferable: being an early customer success hire and developing processes from the ground up.

• Preferable: experience working with voice, telephony, or AI products.

• Preferable: background in reservations or revenue management.

• Preferable: knowledge of the Australian hotel market.

🏝️ Benefits

• Competitive salary and performance-based incentives.

• Opportunities for professional development and career advancement.

• Flexible work arrangements and a supportive team environment.

• Access to cutting-edge technology and tools.

• Employee wellness programs and benefits.