Customer Success Manager (San Jose)

About AkiaAkia is the AI agent for hospitality. Operators don't buy her; they hire her. She handles guest communication, drives direct bookings, manages upsells, and runs the full guest journey from welcome to welcome back. From slope-side vacation rentals to 500-room oceanfront resorts where every guest expects to feel like the only one, she shows up, learns the property, and gets to work. We're building the agent that runs modern hospitality. We're still early, and there's a lot left to build.About the RoleAs a Customer Success Manager at Akia, you will own a book of business and be directly accountable for revenue growth within your accounts. This is a quota-carrying, sales-focused CSM role: you'll be measured on net revenue retention, upsell, cross-sell, and expansion — while simultaneously ensuring our customers successfully operationalize Akia in their businesses. You'll act as a trusted advisor and commercial partner, turning product adoption into long-term revenue.ResponsibilitiesHands-on customer management to drive the success of product adoption and revenue expansionConsult with customers to deliver insights, metrics, and recommendations.Collaborate with cross-functional team in order to proactively remove blockers and find solutions for customersEducate and drive success in order to retain and grow our customersRepresent the voice of the customers to the product team to advocate for new solutions and influence product roadmap and prioritizationQualifications2-4+ years of experience in customer-facing account management where revenue expansion was a core metric for successExperience managing customers via email, chat, and phone callsAnalytical and problem-solving skills to understand complex problems and issues, no matter how large or smallExcellent interpersonal and communication skills with an ability to build strong internal and external relationshipsDiplomacy, tact, and poise when working and communicating with customersExperience in exceeding quotaRequired SkillsCustomer managementRevenue expansionAnalytical skillsInterpersonal skillsCommunication skillsPreferred SkillsExperience in the hospitality industryFamiliarity with AI technologiesPay range and compensation packageJob Type: Full-timeWork Location: On-siteEqual Opportunity StatementWe are committed to diversity and inclusivity in our hiring practices.