Customer Success Manager

About SuiteOpSuiteOp is a property operations platform built for the modern hospitality operator — managing smart devices, deploying next-gen guest experiences via web apps, and field teams across large portfolios. We integrate with everything from smart locks to payment processors, and serve operators running thousands of units across short-term rentals and boutique hotels.We're a lean, seed-stage team ($3M+ raised) that ships like a company many times our size. The reason: we build with AI, not just for it. Claude Code, Cursor, and Copilot aren't afterthoughts here — they're core to how we work every day.We're in the middle of a clean-room rebuild: migrating from a legacy no-code platform to a hand-crafted TypeScript monorepo. New database, new API layer, new dashboard, new mobile app — all being built from the ground up, right now. It's the most interesting moment to join.Key ResponsibilitiesOwn onboarding from contract → go-live for new customersLead onboarding calls: kickoff, configuration, training, and launchBuild deep product expertise and guide customers through best practicesCreate onboarding project plans, checklists, and customer task timelines using AI-assisted tools to keep every engagement moving without manual overheadCapture detailed customer insights and surface them as structured, actionable feedback for the Engineering team — using Claude and our internal tooling to synthesize patterns across accounts, not just anecdotesPartner with the Customer Success & Solutions Lead to iterate on onboarding processes, playbooks, and documentationDevelop onboarding content (guides, videos, templates) faster and at higher quality by building with AI, not around itMonitor health signals and proactively remove blockersEnsure customers complete onboarding confident, trained, and ready to succeedIdeal CandidateThrive in fast-moving, high-growth environments where you build while doingEnjoy speaking with customers and can make complex concepts simpleOrganized, detail-oriented, and comfortable managing multiple customers at onceLearn products quickly, especially technical workflowsReach for AI tools first — you use Claude, Notion AI, or similar to draft, summarize, and systematize before doing anything manuallyCommunicate clearly, directly, and proactively with customers and teammatesTake ownership and don't wait for someone to hand you structure — you build it, then automate itRequired Skills & Experience1–3 years in SaaS onboarding, customer success, account management, consulting, or similar roleExperience running customer meetings and guiding customers through technical setupFamiliarity with CRM/CS systems (HubSpot, Intercom, Notion, Zendesk, etc.)Comfortable using AI tools (Claude, ChatGPT, or similar) in your daily workflow — for drafting communications, building documentation, summarizing calls, or automating repetitive tasksBonus: you've used no-code or light-code tools (Zapier, n8n, etc.) to automate something in a past roleBonus: experience at a startupBonus: experience in hospitality, property management, or related industriesWhat Success Looks LikeCustomers complete onboarding on time and clearly understand how to use the productOnboarding time-to-value decreases through your improvements — including improvements you built with AIYou and the CS Lead build the onboarding engine together, turning it into a repeatable, scalable motionCustomers finish onboarding excited, confident, and positioned for long-term successInternal teams know exactly what's working and what needs to be improved because you communicate insights consistently — and you use AI to make that communication faster and sharperWhy Join NowBe a foundational member of the Customer Success team and help define how we support customersWork with a product that customers truly loveUse AI as a real force multiplier — we're not asking you to work harder, we're asking you to work smarter and build systems that scale beyond youGrow your responsibilities quickly — this is a rare early seat at a fast-moving startupIf you love helping customers, want to grow quickly, and believe AI makes great operators unstoppable — we'd love to meet youThe salary range for this role is $70,000–$90,000 + equity. This is an in-person position in New York City.