Customer Success Manager (SaaS / Corporate Hospitality)

Requirements

Customer Onboarding:

• Take ownership of managing successful onboarding experiences for our customers, ensuring a seamless transition from kick-off to going live. This will include managing multiple concurrent customer onboardings.

• Conduct kick-off presentations / welcome calls, regular virtual meetings, and both virtual and in-person training sessions to introduce clients to our products and services.

• Adapt and proactively address challenges to ensure ongoing customer satisfaction.

• Collaborate with our product development team to address customer needs during the onboarding phase.

• Provide coverage for a key customer account in the absence of the customer support representative.

Customer Success:

• Work closely with customers post-onboarding to ensure they are realising ongoing value from the platform and getting the most from its features. You will be responsible for building and maintaining strong relationships with a portfolio of customers.

• Proactively engage with customers to understand their goals, usage patterns, and evolving needs - providing guidance and best practices to help them maximise platform adoption and ROI.

• Conduct regular check-ins and lead quarterly business reviews (QBRs) to assess account health, share usage insights, uncover growth opportunities, and align on strategic priorities.

• Work collaboratively with internal teams, including Product, Sales and Support, to champion the voice of the customer and contribute to ongoing platform improvements.

Product Expertise:

• Becoming a platform super-user, developing a deep understanding of our product and all of its features.

• Effectively communicate product functionalities and benefits to customers.

• Troubleshoot and resolve customer queries related to onboarding and initial product usage.

• Create and maintain onboarding documentation, tutorials, and training materials for your customers.