Customer Success Manager

SadieHospitality technology

Australia, Much of the wider team works in other time zones, which means some early or late calls.Full-TimeManager

Salary not disclosed

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Job Details

Experience: At least 2 years of experience in customer success, account management, or a hospitality technology role.
Required Skills: Customer SuccessAccount Management

Have at least 2 years of experience in customer success, account management, or a hospitality technology role.
Have experience working at a hotel front desk or managing a hotel.
Be able to organize and manage several onboardings alongside a full account list.
Understand the pressures hotel operators and managers face.
Communicate clearly in writing and verbally, including when training non-technical staff and explaining delays.
Build relationships, solve problems, and follow issues through to resolution.
Manage competing priorities, including go-lives, account issues, and internal projects.
Work independently and make decisions for assigned accounts.
Use AI tools in daily work and check their output.
Be prepared for some early or late calls and substantial written communication across time zones.
Hotel or restaurant software onboarding or implementation experience is useful.
Experience with property management systems, channel managers, booking engines, multi-property hotel groups, voice, telephony, AI products, reservations, or revenue management is useful.

Run end-to-end onboarding for new hotel partners, set expectations at kick-off, train staff, and support adoption after go-live.
Coordinate with integration and support teams to connect hotels' systems and keep hotels informed of progress.
Assess hotel readiness for go-live and raise problems early.
Serve as the main contact for hotel operators and managers after go-live.
Monitor account health, including call handling, bookings, and staff usage, and contact hotels when issues arise.
Gather and analyze hotel feedback, identify patterns, and present evidence-backed product issues to Product and Engineering.
Help prioritize improvements based on hotel and guest experiences.
Identify relevant upsell opportunities and integrations, and support expansion and referrals within multi-location groups.
Work with Sales on account growth and advise on property-specific needs.
Document and improve customer success playbooks, health checks, escalation paths, handoffs, and support programmes.

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