Sr. Customer Success Manager, North America (Hospitality)

Location: Remote, United States; Central or Eastern time zone preferred. Regional travel within North America: 25–40%.

Company

Hospitality technology company providing a revenue and profit operating system for hotels, resorts, and casinos, with growing investment in AI.

What you will do

• Own the end-to-end customer lifecycle for a strategic North America portfolio from onboarding through renewal.
• Advise hospitality clients on revenue strategy and support complex, multi-stakeholder engagements.
• Resolve challenging business and product issues for strategic accounts.
• Lead strategic business reviews and advanced training using AI-assisted tools to document client ROI.
• Analyze usage and market performance data to identify churn risks and upsell opportunities.
• Partner with Product, Sales, and Support while mentoring junior Customer Success Managers.

Requirements

• 6+ years of customer-facing experience in SaaS, hospitality technology, or revenue management.
• 3+ years of hospitality revenue management experience, including knowledge of RevPAR, ADR, RGI, ARI, MPI, GOP, and GOPPAR.
• Experience resolving complex client issues and shaping account-level revenue strategy.
• Proficiency with Salesforce and reporting platforms such as Tableau.
• Fluent English and authorization to work in the United States without employer sponsorship.
• Ability to travel regionally across North America 25–40%.

Nice to have

• Specialized hospitality technology or revenue management experience.
• Experience with Revenue Management Systems and RMS optimization consulting.
• Knowledge of North American hospitality market dynamics, distribution, cost center analysis, and GOP optimization.
• Experience with AI-powered Customer Success platforms such as Gainsight, Salesforce Einstein, or Gong.

Culture & Benefits

• Fully remote work model with a North America-focused scope.
• Daily use of AI-assisted tools and opportunities to shape evolving workflows.
• Close collaboration with Product, Sales, Support, and Customer Success colleagues.
• Work focused on measurable client retention and revenue growth.
• Inclusive environment that values diverse perspectives and open debate.

Hiring process

• The role reports to the Director of Customer Success.
• The position requires regional travel and does not provide visa sponsorship.