The Customer Success Manager will play a key role in making customers raving fans of Hospitable's product and company. In this fully remote role, you'll serve as the primary point of contact for customers across North America, driving satisfaction, retention, and growth.
What You'll Do
- Develop and maintain strong, long-lasting relationships with assigned customers by acting as their primary point of contact
- Understand customers' business needs and ensure their satisfaction with the software
- Conduct Quarterly Business Reviews (QBRs) with assigned customers to assess current software use
- Discuss upcoming features during QBRs
- Identify challenges or opportunities for improvement during QBRs
- Keep customers informed about the latest product developments and upcoming features
- Educate customers on how to leverage new features to achieve their business objectives
- Gather customer feedback to influence future product enhancements
- Proactively identify opportunities for customers to expand their use of the software
- Drive upsell and expansion through additional features, higher-tier subscriptions, or complementary products
- Align expansion opportunities with the customer's strategic goals
- Service as the voice of the customer within the company
- Ensure customer feedback and insights are heard and acted upon by product, support, and marketing teams
- Monitor customer health metrics
- Track the success of implemented customer success strategies
- Report on customer satisfaction and retention metrics
Team & Environment
- Bold team culture that embraces risk and big challenges
- Collaborative environment where teams take on challenges together
- Strong value placed on team diversity
- Seeks individuals with varied professional, cultural, and life experiences
Work Mode
fully remote and distributed; hiring based on timezones
We are an equal opportunity employer and welcome candidates from all backgrounds.
