Customer Success Manager, Global Strategic Brands
Owns strategic relationships and long-term success for complex global enterprise hotel accounts, coordinating deployments, adoption, executive engagement, and expansion. Requires 5+ years in enterprise customer success, account management, or strategic consulting and strong C-level communication skills.
About the job
Responsibilities
- Own strategic relationships for assigned global strategic enterprise accounts, maintaining executive and operational engagement.
- Coordinate deployments, expansions, and adoption initiatives across Implementation, Sales, Product, Engineering, and Support.
- Develop account success plans tied to brand-level outcomes and property-level adoption.
- Lead executive business reviews, surface risks, provide insights, and identify partnership opportunities.
- Support transitions from deployment to adoption and monitor product usage across large portfolios.
- Mitigate adoption risks and drive measurable customer outcomes.
- Partner with Sales on expansion opportunities and ensure a seamless customer experience.
- Advocate for customer needs internally, influence the product roadmap, and resolve escalations.
- Promote customer advocacy and develop customer champions.
Requirements
- BA/BS degree.
- 5+ years of experience in enterprise customer success, account management, or strategic consulting.
- Experience managing complex, multi-stakeholder enterprise accounts.
- Strong executive communication skills and ability to influence C-level stakeholders.
- Experience with strategic planning and account growth in global or multi-property enterprises.
- Collaborative approach and ability to work cross-functionally with technical and commercial teams.
- Strong problem-solving skills and ability to manage competing priorities in a fast-paced environment.
Nice-to-have
- Experience in hospitality technology or SaaS.
- PMP certification or equivalent experience.
Compensation
- Target cash compensation: $147,200–$200,000, including fixed annual salary and a quarterly performance-based bonus.
- Stock option grant subject to board approval.
Skills
Customer Success, Account Management, Strategic Planning, Enterprise Accounts, Executive Communication, Account Growth, Project Management, SaaS, Hospitality Technology
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