Sr. Customer Success Manager, North America
Core
Own the full post-sales journey for strategic hotel, resort, and casino accounts, acting as a trusted advisor to drive revenue growth and retention.
Role type
Senior Customer Success Manager (Hospitality Tech)
Builds
Revenue & Profit Operating System for hotels, resorts, and casinos
Domain
Hospitality / Revenue Management
Deliverable
client delivery
Required skills
SaaS customer success, hospitality revenue management, multi-stakeholder account management, business review facilitation, data analytics, Salesforce, Tableau, AI tool adoption
Preferred skills
Revenue Management Systems (RMS) optimization, North America hospitality market dynamics, profitability frameworks (GOP, cost center analysis), AI-powered CS platforms
Technologies
Salesforce, Tableau, AI-assisted analytics tools
Responsibilities
Drive 95%+ gross retention and 110%+ NRR for assigned portfolio, act as senior consultant on client revenue strategy, lead resolution of complex business and product challenges, run strategic business reviews and training sessions, analyze usage data to identify churn risk and upsell opportunities, partner with Product, Sales, and Support to champion client needs
Seniority
Senior, hands-on IC