Head of Customer Success and Implementation

3-5+ years of experience in Customer Success, Account Management, or Implementation leadership. Experience managing large, fast-paced portfolios and leading sizeable account or onboarding teams. Background in SaaS, hotel tech, or hospitality platforms (strong plus). Proven track record of driving revenue growth, renewals, upsells, and performance improvements. Strong negotiation and executive communication skills. Operationally minded with experience building scalable CS and onboarding processes. Analytical with ability to turn data into insights that drive revenue outcomes. Comfortable navigating multi-property hotel groups and complex client organizations.

Lead and develop Account Managers and Onboarding Specialists to drive revenue impact and client activation. Own the full onboarding program for fast, high-quality go-lives that accelerate revenue. Build and optimize onboarding playbooks, timelines, templates, and communication flows. Oversee client performance outcomes and ensure hotels achieve measurable improvements. Build strategic relationships with senior stakeholders across multi-property hotel groups. Own retention, renewal strategy, and multi-property contract expansions. Negotiate rates, extensions, and upsell/cross-sell opportunities. Develop and execute customer engagement campaigns to drive higher adoption and engagement. Design and refine scalable processes for onboarding and customer success. Develop dashboards, reporting, and KPIs tied to revenue, bookings, and customer growth.