Customer Success Manager (Hospitality SaaS)

TL;DR

Customer Success Manager (Hospitality SaaS): Owning the full post-sale lifecycle for hotel and hospitality clients using benchmarking data to improve business decisions, with an accent on onboarding, adoption, retention, renewals, and revenue growth. Focus on analyzing churn risk, identifying expansion opportunities, translating hotel performance data into recommendations, and helping clients achieve measurable ROI.

Location: Remote within the United States. Visa sponsorship is not available.

Company

hirify.global develops a hospitality revenue and profit management platform with AI-enabled tools for hotels, resorts, casinos, and global hospitality groups.

What you will do

• Own onboarding, product adoption, retention, renewal, and expansion across a portfolio of HotStats clients.
• Advise hoteliers on product usage, business questions, benchmarking data, and revenue decisions.
• Lead strategic check-ins, training sessions, and quarterly business reviews.
• Use AI-assisted analytics to identify churn risks and surface upsell and cross-sell opportunities.
• Partner with Sales, Product, and Support to represent customer needs and improve the product experience.
• Maintain expertise in HotStats, USALI standards, hotel ownership models, and hospitality technology.

Requirements

• 4+ years of experience in a customer-facing role in SaaS, hospitality technology, or data analytics.
• Direct exposure to hotel operations, benchmarking platforms, or related hospitality data products.
• Strong knowledge of hotel performance reporting, USALI standards, hotel ownership models, and enterprise reporting structures.
• Strong analytical skills and the ability to turn data into actionable client recommendations.
• Fluent English required.
• Comfort using AI-assisted tools for analytics, reporting, and client communication.

Nice to have

• Specialized hospitality technology experience.
• Salesforce and project management tool experience, including Jira or Trello.
• Familiarity with hotel benchmarking or competitive intelligence platforms.
• Knowledge of total profitability frameworks, cost center analysis, GOP optimization, and ownership reporting.
• Experience with AI-powered customer success platforms such as Gainsight, Salesforce Einstein, or Gong.

Culture & Benefits

• Remote work model for candidates based in the United States.
• AI-augmented workflows and access to AI tools across the role.
• Global portfolio of hospitality clients.
• Cross-functional collaboration with Sales, Product, and Support.
• Opportunity to grow with a hospitality technology company backed by GrowthCurve Capital.