Sr. Customer Success Manager
New
D
DuettoHospitality Technology
Location: Remote, United States, Central or Eastern time zone preferredFull-TimeSenior
Salary not disclosed
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Job Details
- Languages
- Fluent English
- Experience
- 6+ years in a customer-facing role in SaaS, hospitality tech, or revenue management; 3+ years in hospitality revenue management
- Required Skills
- SalesforceTableauCustomer SuccessSaaS
Requirements
- 6+ years in a customer-facing role in SaaS, hospitality tech, or revenue management
- 3+ years in hospitality revenue management
- Strong command of KPIs like RevPAR, ADR, RGI, ARI, and MPI
- Familiarity with profitability metrics like GOP and GOPPAR
- Proven track record of resolving client issues and shaping revenue strategy
- Comfort with Salesforce and reporting platforms like Tableau
- Enthusiasm for working with AI-assisted tools
- Fluent English
- Ability to travel regionally across North America (25–40%)
Responsibilities
- Own the end-to-end customer lifecycle for a high-impact North America portfolio, driving toward 95%+ gross retention and 110%+ NRR
- Act as a senior consultant on client revenue strategy, bringing deep hospitality expertise to complex, multi-stakeholder conversations
- Lead resolution of tough business and product challenges, serving as the go-to person when strategic accounts need help fast
- Run strategic business reviews and advanced training sessions, using AI-assisted tools to show clients clear, documented ROI
- Dig into usage data and market performance metrics with AI-assisted analytics to spot churn risk early and uncover upsell opportunities
- Partner with Product, Sales, and Support to champion client needs and mentor junior CSMs
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