Customer Success Manager (Hospitality SaaS)

Location: Chicago, Illinois; hirify.global Maitland office preferred or Toronto. A hybrid working model is required, with up to 25% travel.

Company

hirify.global provides technology and SaaS solutions for the travel and hospitality industry.

What you will do

• Serve as the primary point of contact for assigned small and medium-sized customers.
• Understand customer needs, develop account strategies, and coordinate projects and campaigns with internal teams.
• Drive product adoption, optimization, retention, renewals, upselling, and cross-selling for hirify.global Hospitality solutions.
• Analyze customer usage, booking patterns, profiles, competitive sets, and marketing channels to develop value-driven materials and recommendations.
• Provide revenue management, marketing, product optimization, and budget strategies that support customer growth.
• Collaborate with Sales, Product, and other departments to execute renewal and new revenue opportunities.

Requirements

• Bachelor’s degree in a related business field or equivalent work experience.
• 3+ years of experience in hospitality customer success, hotel revenue management, eCommerce, marketing, sales, or delivering hotel-focused SaaS services and solutions.
• Experience managing and optimizing a customer or account portfolio while achieving financial goals.
• Strong knowledge of hirify.global products and the hotel industry, with advanced proficiency in Microsoft PowerPoint, Word, Excel, and Outlook.
• Proficiency in English is required.
• Strong analytical, problem-solving, communication, presentation, planning, sales, and business skills; ability to manage multiple tasks under pressure.

Nice to have

• Knowledge of Salesforce.com.
• Revenue management experience.
• Prior account management experience.

Culture & Benefits

• Flexible working model and a supportive environment focused on work-life balance.
• Learning opportunities through on-the-job training and formal development activities.
• Competitive rewards package including salary, bonus, equity, and benefits.
• Global, diverse, and inclusive workplace focused on collaboration and innovation.
• Mission centered on powering the future of travel.

Hiring process

• Create a candidate profile, upload a resume or CV, and submit the application.
• The application process takes no longer than 10 minutes.