Customer Success Manager, Hotels

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

📋 Description

• Oversee the comprehensive onboarding process for new hotel partners

• Establish clear expectations, deliver training, and ensure complete system integration

• Work alongside integration and support teams to facilitate a quick and seamless go-live

• Serve as the primary point of contact following the onboarding process

• Foster trust and develop strong working relationships with hotel operators and managers

• Monitor customer health and proactively resolve issues before they escalate

• Actively collect, monitor, and evaluate customer feedback

• Identify trends, highlight challenges, and advocate for customer needs within the organization

• Collaborate with Product and Engineering teams to prioritize enhancements based on customer feedback

• Assist in documenting and refining scalable customer success strategies

• Work collaboratively across Sales, Product, Support, and Marketing to ensure cohesive alignment

• Create new initiatives and support programs aimed at enhancing retention and satisfaction

• Ensure customers grasp the full value of Sadie and how to utilize all pertinent features

• Recognize upsell opportunities or new integrations that provide additional value

• Facilitate expansion and referrals within multi-location groups

⛳️ Requirements

• Possess 3+ years of experience in customer success, account management, or hospitality technology

• Previous experience as a front desk hotelier or manager is essential

• Demonstrate high levels of organization, empathy, and a customer-centric approach

• Enjoy building relationships and tackling challenges

• Exhibit strong written and verbal communication abilities

• Be comfortable operating in fast-paced environments with competing priorities

🏝️ Benefits

• Competitive salary and performance-based incentives

• Opportunities for professional growth and development

• Flexible working arrangements to promote work-life balance

• Access to comprehensive benefits packages, including health and wellness programs