Sr. Customer Success Manager

Rest•Wyoming, WA

4d•Remote

About The Position

As a Sr. Customer Success Manager, you will serve as the main point of contact for our hotel customer segment. You will help guide and support, while partnering with them to measure the impact Rest has on their hotel. You will review and assess customers' needs and offer recommendations based on your observations. Ensure highest customer satisfaction and return on investment while enhancing customer experience. Finally, you’ll collaborate with internal teams to represent your customers’ needs and get things done. Rest (formerly NoiseAware) is a leading privacy-safe property monitoring platform that helps short-term rental property managers and hotel operators optimize guest experience and minimize expenses. We're a fast-growing tech startup that has launched a smoking detection product for hotels in the last few years. The company offers both noise monitoring and smoking detection technologies. Our goal is to protect properties from fines, damage, and loss of income and help hotels be truly smoke-free. Rest has monitored and protected over 11 million stays in short-term rentals and hotels.

Requirements

4+ years in account management or customer success role
1+ year(s) managing large customer accounts (>$100k annual revenue)
Experience at a high growth SaaS company or startup
Experience managing hotel clients is a plus
Experience presenting to an executive audience
Experience negotiating renewals and expansions for large organizations
Experience building processes that drives customer success results
Experience with modern business tools (Salesforce, Zendesk, G-Suite,Office Suite, Zoom, etc.)
Bachelor’s degree in business or a related field
Knowledge of hotel operations

Responsibilities

Serve as the main point of contact for hotel general managers and front office staff for all of our portfolio companies’ hotels.
Pull data and reporting to build custom observations, suggestions and coaching to help them optimize how they use the product.
Inform product and engineering of improvements to support your customers
Hold SBRs (strategic business reviews) with top accounts
Work with Onboarding to successfully transition new customers over to customer success, designing or improving strategies
Go above and beyond to help the customer adopt, implement and optimize the product while hitting their goals
Mitigate level 2 / 3 support issues with your customers to ensure all internal resources are being leveraged to solve their problems
Work with Leadership to provide strategy on overall customer journey enhancements
Identify opportunities within these organizations for either increasing portfolio penetration or the adoption of additional services
Constantly focused on improving the customer journey and being customer obsessed
Hold regular industry events (webinars, in person, trade-shows) with your customers to highlight our relationship
Meet in person and host on-site live demos with clients at their hotels