Customer Success Manager

RMS•,

28d•Hybrid

About The Position

As a Customer Success Manager, you'll be at the heart of our client relationships, ensuring customers are not only satisfied, but truly thriving on our RMS platform. You'll play a vital role in reducing churn, driving product adoption, and identifying opportunities for growth within key enterprise accounts. Your proactive mindset and relationship-first approach will help turn customers into long-term partners and advocates.

Requirements

Proven experience in a customer success or account management role, ideally in SaaS or hospitality tech.
A customer-first mindset with excellent communication and relationship-building skills.
Strong analytical skills with the ability to spot trends and turn insights into action.
Comfortable navigating CRM systems (HubSpot preferred) and customer feedback tools like NPS platforms.
Experience working cross-functionally with product, marketing, and support teams.
A proactive and adaptable approach—you'renot afraid to own the outcome and thrive in a fast-moving environment.
Passion for continuous learning and improvement, both for customers and yourself.

Responsibilities

Building strong relationships with key accounts, new customers, and at-risk clients to ensure long-term success and satisfaction.
Monitoring customer health and engagement to identify potential risks and implementing tailored retention strategies.
Supporting customers post-onboarding to ensure adoption and value realisation during the first 90 days.
Managing change-of-ownership processes and coordinating relevant training and enablement.
Collaborating across Product, Sales, Marketing, and Support to champion the voice of the customer and drive improvements.
Promoting new product features and educational content through webinars, engagement campaigns, and check-ins.
Reporting on key metrics such as churn, retention, and customer health trends.