Customer Success Manager

The Customer Success Maanger is responsible for ensuring our customers achieve maximum value from our platform. This role combines relationship management, product expertise, and sales-minded upsell strategy to drive customer retention and increase recurring revenue. You will engage accounts throughout their lifecycle — onboarding, adoption, renewal, upselling, and ongoing partnership success.Key ResponsibilitiesCustomer Relationship & SuccessServe as the primary day-to-day contact for assigned customersConduct onboarding sessions, product training, and periodic business reviewsTrack product adoption and proactively guide customers on best practicesMonitor customer health and intervene early to prevent churnResolve customer inquiries efficiently — coordinating with Support when neededRevenue & Upselling FocusIdentify upsell and expansion opportunities based on customer needs and usage patternsBuild strong business cases for additional modules/features, add-on users, and premium supportManage renewal pipelines to secure on-time contract renewalsWork closely with Sales to propose, quote, and close upsellsHit quarterly revenue expansion targets (KPIs below)Insights & ReportingMaintain accurate customer data and opportunities in CRM (Salesforce preferred)Analyze customer usage trends and recommend feature enhancementsGather customer feedback and voice the customer internallyRequired Skills & Experience7+ years experience in Customer Success, Account Management, or Sales in a SaaS companyExcellent relationship-building and communication skillsStrong presentation and product-demonstration abilitiesProven track record in upselling or revenue growth within accountsCRM proficiency (Salesforce)Comfortable in fast-paced and evolving environmentsPreferredExperience working with enterprise clients and multi-location deploymentsHospitality SaaS experience a plus (security, operations, facilities, concierge, etc.)Strong commercial negotiation skillsCareer GrowthThis role offers a roadmap to Customer Success Manager, Senior CSM, and ultimately CS Director for high performers who demonstrate strong commercial leadership and account growth capability.