Customer Success Manager

The Customer Success Manager will be a valued member of the Customer Success team focused on a positive customer experience, driving product adoption, and driving growth through renewals, net retention improvements, and expansion. This position will implement the vision set for the Customer Success team, including managing the handoff of customers from the Implementation Team and managing interaction with customers throughout their lifecycle. The Customer Success Manager will partner cross functionally with Implementation, Product Management, Support, Sales and other teams to ensure successful project delivery.

Responsibilities:

• Partner cross-functionally with Customer Success, Sales, Support, Product, Development & Engineering, and other internal teams to deliver results according to agreed upon timelines.
• Lead customer requirement discovery meetings that result in a defined scope of work for the customer onboarding effort (new data feeds).
• Perform software performance qualification activities to assure the solution was implemented as defined in advance of the customer acceptance phase.
• Work closely in partnership with the customer and internal team members to ensure all parties are clear in expectations, responsibilities and outcomes.
• Manage risks and issues to prevent delays and escalate when necessary or appropriate.
• Provide timely and accurate status updates to customer and MDO stakeholders .
• Maintain up-to-date knowledge of MDO products and programs and assist in the development and maintenance of project methodology aligned to MDO’s product offering.
• Keep key stakeholders informed of statuses and changes, and escalate issues or misalignments throughout the business as necessary.
• Define and recommend processes and procedures to facilitate better service delivery to Clients.
• Manage the transition of customers from the Onboarding team, focused on retaining proactive communications and regular relationship check-ins.
• Develop trusted relationships with decision makers with each assigned customer and serve as the lead point of contact.
• Gather feedback from customers for continuous improvement within products and services.
• Coordinate delivery of any development items for customers post-implementation hand-off.
• Drive customer outcomes, product adoption and customer experience.
• Influence future lifetime customer value through increased product adoption, customer satisfaction, and overall customer health scores.
• Reduce churn and drive new business growth through greater advocacy.
• Implement programs to optimize customer lifecycle satisfaction through coordinated communication efforts in concert with Sales, Marketing and Product, in order to highlight new product features and capabilities.
• Optimize and deploy processes to support growth of customer accounts, coordinating with the Implementation team to onboard new hotels with existing customers or add in new product solutions to existing customers.
• Act as customer advocate to improve overall customer satisfaction by coordinating with other departments, including Support and Product, to manage any customer issues or requests.
• Address customer issues with speed and urgency, orchestrating resources across the company as appropriate.

• Bachelor's degree or equivalent experience.
• 3-5 years of Customer Success experience within a SaaS company.
• 5+ years of experience in customer-facing roles.
• Experience building relationships with customers across all levels of the organization.
• Proficiency using Agile Project Management tools to track, assign and manage tasks.
• Experience with hotel technology systems highly preferred.
• Knowledge of multiple hotel systems, such as PMS, POS, and Accounting is preferred.