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Customer Success Manager

2 months ago

Miami, United States Vensure Employer Solutions Full time

Position Summary

As a Customer Success Manager, you'll be the beacon guiding hotel clients through their transition from traditional methods to their innovative digital platform. You will be responsible for establishing a strong relationship with new prospects as well as maintaining a strong relationship with existing accounts. Your effective communication and interpersonal skills will help you succeed as a Customer Account Manager.


Essential Duties and Responsibilities

  • Understand and align with customer goals and challenges.
  • Enhance customer Gross Merchandise Volume (GMV) and ensure they channel all purchases.
  • Foster robust relationships across diverse organizational levels.
  • Spearhead success planning and Executive Business Reviews.
  • Educate users on maximizing offerings.
  • Analyze customer expenditure, savings, and platform engagement.
  • Monitor product adoption metrics, anticipating challenges and opportunities.
  • Actively gather and relay customer feedback to internal teams.
  • Collaborate cross-functionally to enhance the customer journey.
  • Innovate and implement process improvements for team efficiency and service quality


Knowledge, Skills, and Abilities

  • Demonstrated capability in nurturing customer relationships and managing service lifecycles.
  • Proven experience in guiding customers to maximize product utility.
  • Aptitude for data analysis and deriving actionable insights.
  • Leadership traits showcasing assertiveness, problem-solving, and a growth mindset.
  • Exceptional communication skills.
  • Experience in engaging with senior executives.
  • Ability to thrive in a dynamic environment.
  • Background in hotel operations, preferably in Food & Beverage.
  • Spanish proficiency. Preferred.
  • Previous stint in a start-up atmosphere. Preferred.
  • Familiarity with Zendesk and Customer Success platforms.


Education & Experience

  • Bachelor's Degree or equivalent experience.
  • 3 - 4 years in a Customer Success or Customer Onboarding role