Customer Success Manager, Sales Products

Choice Hotels • North Bethesda, MD

1d • Remote

About The Position

The Customer Success Manager, Sales Products (CSM) is a senior individual contributor responsible for driving the strategic success, adoption, and revenue performance of Choice Business Direct across a portfolio of corporate accounts in the U.S. and Canada. With a critical focus on the first 30–60 days post-enrollment, this role owns the client activation experience while also influencing post-activation growth and long-term account performance. The CSM serves as the primary internal resource for corporate client success strategy and activation best practices, translating booking technology and loyalty program capabilities into measurable client value. This role partners with the Product Owner, Commercial Strategy, Marketing, and Loyalty teams to influence departmental strategy and shape how Choice Business Direct scales across new and existing markets. This is an individual contributor role with no direct reports that operates with significant autonomy, directs cross-functional activation activities, and makes data-driven recommendations to business unit leadership.

Requirements

• 3+ years of experience in customer success, onboarding, account management, or hospitality operations.
• Proven experience working with corporate clients, ideally in travel, lodging, or workforce logistics.
• Experience managing client activation, driving adoption, and supporting post-sale growth initiatives in a service-oriented environment.
• Ability to speak fluently about booking technology and tools, internally and with clients, plus familiarity with marketing and loyalty programs.
• Proficiency with CRM platforms such as Salesforce and standard business tools including Microsoft Office for reporting, communication, and account tracking.
• Strong client education skills across phone, live and recorded webinars, and automated customer activation journeys.
• Analytical mindset with the ability to identify gaps and optimize activation performance.
• Self-starter with high accountability and bias for execution.
• Empathy for travel managers, bookers, and individual travelers.
• Agility to work across sales, marketing, loyalty, and operations.

Nice To Haves

• Bachelor’s degree in business, hospitality, marketing, or a related field preferred; equivalent professional experience may be considered.
• Experience with hospitality, travel, loyalty, or SaaS-related client onboarding environments is a plus.

Responsibilities

• Own individualized account activation plans defining adoption milestones, revenue targets, and a clear path to client self-sufficiency within the first 30–60 days.
• Conduct strategic business reviews with travel managers, procurement leaders, and senior client decision-makers to assess performance, align on goals, and identify growth opportunities.
• Proactively identify and resolve account health risks and adoption barriers through innovative, client-specific solutions that go beyond standard onboarding frameworks.
• Monitor post-activation account performance and identify opportunities for expansion and sustained engagement to maximize long-term revenue.
• Lead the end-to-end enrollment and onboarding process for newly signed corporate accounts, ensuring a high-quality and scalable activation experience from Day 0 through Day 60.
• Develop, refine, and improve scalable onboarding frameworks and automated activation journeys that accelerate time-to-first-booking and drive sustained traveler engagement.
• Recommend optimal Choice brand configurations, negotiated rate structures, and portal access models based on assessment of client travel patterns and booking behaviors.
• Activate the Choice Business Direct portal, ensuring all travel managers, bookers, and travelers have appropriate logins, rate access, promo codes, and loyalty enrollment.
• Gather and apply client and traveler feedback to improve activation journeys and portal performance at scale.
• Analyze account-level performance data — including enrollment rates, traveler adoption, nights booked, revenue per account, and brand mix — to surface trends, risks, and growth opportunities.
• Present performance insights and strategic recommendations to business unit leaders, influencing departmental decisions on activation strategy and revenue optimization.
• Identify upsell, cross-brand, and account expansion opportunities based on booking behavior and client travel needs.
• Partner with the Product Owner and Commercial Strategy team on post-activation growth plans and market insights that inform platform evolution.
• Collaborate with Loyalty and Marketing to deploy tailored Choice Privileges campaigns and incentives that drive adoption and repeat usage during and beyond the activation window.
• Serve as the primary internal resource and subject matter expert on Choice Business Direct activation best practices, booking technology, and corporate client success strategy.
• Translate client feedback and market intelligence into strategic recommendations for product enhancements, process improvements, and go-to-market strategies that influence departmental direction.
• Direct cross-functional activation activities across Sales, Marketing, Loyalty, and Technology teams, ensuring alignment on client priorities and commercial outcomes.
• Represent the voice of the corporate client in internal product and strategy discussions, advocating for improvements that drive measurable business value.
• Maintain comprehensive account documentation including activation timelines, customer profiles, success plans, and revenue milestones in Salesforce.
• Build and maintain reporting frameworks and dashboards that track activation health, traveler adoption, and revenue performance across the portfolio.
• Provide regular strategic updates to business unit leadership on portfolio health, client progress, and recommended courses of action.
• Develop SOPs, playbooks, and best practice documentation to enable scalable, repeatable activation excellence across the CSM function.
• Lead process improvement initiatives that increase the efficiency and impact of the client success function within Commercial Operations.

Benefits

• Competitive compensation and benefits, including medical, dental, and vision coverage
• Leave and paid time-off for holidays, vacation, personal, family, volunteer, sick, jury duty, bereavement, military, and religious observance
• Financial benefits for retirement and health savings
• Employee recognition programs
• Discounts at Choice hotels worldwide

What This Job Offers

• Job Type: Full-time
• Career Level: Senior