Customer Success Manager B B Saas (Remote)

Join our esteemed B2B SaaS organization, a leader in providing state-of-the-art solutions tailored for the hospitality sector. Our innovative platform empowers hotels, vacation rentals, and property managers to optimize their operations and enhance guest satisfaction.

We are in search of a seasoned Customer Success Manager, adept in B2B SaaS and with experience in the hospitality industry. In this pivotal role, you will oversee a portfolio of prestigious clients, ensuring they harness the full potential of our platform. This position is ideal for a dynamic, relationship-oriented professional with robust account management experience, aiming to facilitate client success, drive user engagement, and support our company’s strategic growth.

Key Responsibilities

• Serve as the primary liaison for key accounts, functioning as a trusted advisor to ensure sustained client satisfaction and success.
• Spearhead the onboarding process for new clients, guaranteeing seamless integration and guiding them on maximizing product capabilities.
• Identify avenues for upselling and cross-selling to expand product utilization within major accounts, addressing their evolving needs.
• Cultivate enduring client relationships to drive renewals and mitigate churn, ensuring clients accomplish their objectives with our platform.
• Collaborate with internal teams to promptly and professionally resolve client issues.
• Conduct regular check-ins and strategic business reviews, showcasing the value delivered and discussing growth potentials.
• Travel to client locations as necessary (10-30% travel) to perform comprehensive business reviews, offer strategic insights, and optimize platform usage.
• Monitor client satisfaction, analyze platform engagement, and proactively address any indicators of dissatisfaction or risk.
• Work in collaboration with sales, support, and product teams to relay client feedback and enhance the overall customer experience.

Required Skills

• Exceptional relationship management and negotiation abilities.
• Strong communication skills, with a knack for delivering impactful business insights.
• Proficiency in account management and customer success methodologies.
• Capability to provide strategic guidance to senior stakeholders.

Qualifications

• 3-8 years of experience in Customer Success, Account Management, or a similar client-facing position, including a minimum of 2 years in B2B SaaS and at least 1 year in the hospitality sector.
• Proven history of managing high-value accounts and achieving significant account growth and retention.
• Willingness to travel 10-30% to engage with clients in person.

Career Growth Opportunities

We are deeply committed to fostering the professional development of our team members. This role offers avenues for training and skill enhancement, allowing individuals to advance their careers within our rapidly growing organization.

Company Culture And Values

Our organization champions a collaborative and innovative work environment focused on strengthening client relationships and driving success. We prioritize proactive communication and teamwork, empowering our employees to excel in their roles while contributing to our mission.

Compensation And Benefits

• Competitive salary commensurate with experience.
• Comprehensive health, dental, and vision insurance.
• Retirement savings plan.
• Generous vacation and paid time off policy.

Employment Type: Full-Time