Customer Success Manager

-ASG-•United States (Remote), TX

4h•$70,000 - $100,000•Remote

About The Position

Visual Matrix is looking for a Customer Success Manager to own the long-term success of an assigned portfolio of high-value customers. You will drive product adoption, retention, renewals, and expansion opportunities while serving as a trusted advisor to your customers. You'll proactively manage customer health, partner cross-functionally with Sales, Product, Engineering, Support, and Implementation, and help customers realize measurable business value from the Visual Matrix platform.

Requirements

3+ years of Customer Success, Account Management, or related B2B SaaS customer-facing experience.
Experience managing renewals and executive customer relationships.
Strong communication, presentation, and problem-solving skills.
Ability to manage multiple priorities in a fast-paced environment.
Comfortable using AI to improve productivity and decision making.
Thrive in fast-paced, entrepreneurial environments.

Nice To Haves

Hospitality technology, PMS, or hotel software experience is a plus.

Responsibilities

Manage a portfolio of high-value and high-potential customer accounts.
Own renewals and develop proactive renewal strategies.
Identify and drive expansion opportunities across your assigned accounts.
Conduct regular business reviews and success planning sessions.
Monitor customer health and proactively mitigate churn risk.
Partner with Product, Support, Sales, and Implementation to deliver an exceptional customer experience.
Maintain accurate customer data and account plans using CRM and customer success tools.
Use AI and analytics to identify trends, prioritize work, and improve customer outcomes.