Customer Success Manager

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

📋 Description

• Oversee a growing portfolio of clients within your designated territory.

• Assist in the development and enhancement of the Customer Success department.

• Aid in the collection and analysis of customer success metrics and data, including vital NPS, customer testimonials, and references.

• Collaborate with Global Account Manager(s) and Account Manager(s) to engage with clients regarding their Account Plan and Customer/Account Journey.

• Manage the onboarding pipeline to ensure customers are on schedule to go live by proactively providing advice, guidance, and support.

• Implement targeted customer engagements based on the stage of the Customer/Account Journey and specific customer Account Plan.

• Function as an Avero expert and promote strong product adoption among all partners and relevant stakeholders at every level.

• Cultivate and manage successful relationships with key partners, generating cross-sell introductions for the sales team, including deleted users and AOU’s.

• Offer insights to partners to maximize their utilization of Avero, ensuring they achieve their objectives to help expand our customer base.

• Collaborate with Product and Technology teams to resolve customer issues and contribute to influencing our roadmap.

⛳️ Requirements

• A minimum of 2 years of experience in customer-facing roles, preferably within the hospitality SaaS industry.

• Familiarity with the hospitality industry is preferred, with specific vertical specialization (Hotels, Restaurants, and Casinos) being a plus.

• Ability to establish relationships at all organizational levels.

• Exceptional listening and presentation skills, with experience presenting to C-Level and technology executives.

• Knowledge of the Avero platform, Salesforce/CRM, and internal processes, with the ability to collaborate with internal partners to advance projects being advantageous.

🏝️ Benefits

• Competitive salary with a strong emphasis on work/life balance.

• Employer-sponsored benefits package that includes Health, Dental, and Vision insurance.

• Health Savings Account with quarterly contributions from Avero!

• Medical and Dependent Care Flexible Spending Accounts.

• Company-paid Disability, Life Insurance, and AD&D.

• Commuter Benefits (for employees in NYC!).

• 401k plan with Company Match.

• Parental Leave.

• Discounts on ClassPass.

• Equity in the company – every employee has a stake in our growth!