Customer Success Manager

About Us

Reeco is a rapidly growing tech startup revolutionizing the hospitality industry with our innovative software solutions. Our mission is to empower hotels, restaurants, and other hospitality businesses to enhance their operations and deliver exceptional guest experiences through cutting-edge technology. We are looking for a dynamic and customer-focused Customer Success Manager (CSM) to join our team and help our clients achieve their business goals.

Position Overview

As a Customer Success Manager, you will be the primary point of contact for our clients, ensuring they derive maximum value from our software solutions. You will work closely with our sales, product, and support teams to deliver an exceptional customer experience, drive product adoption, and foster long-term relationships with our clients. Your role will be pivotal in helping our customers succeed and grow with our platform.

Key Responsibilities

Customer Relationship Management:

• Build and maintain strong, long-lasting relationships with clients.
• Act as the main point of contact for client inquiries, feedback, and support, addressing issues promptly and effectively.

Product Adoption and Utilization:

• Monitor and analyze customer usage and engagement with our software.
• Develop and implement strategies to drive product adoption and maximize customer success.
• Provide insights and recommendations to clients on best practices and how to leverage our software to meet their business objectives.

Customer Advocacy and Feedback:

• Serve as the voice of the customer within the company, sharing feedback and insights with the product and development teams.
• Advocate for customer needs and collaborate with internal teams to drive product improvements and enhancements.

Renewals and Upselling:

• Proactively manage customer renewals, ensuring high retention rates.
• Identify opportunities for upselling and cross-selling additional products or features that benefit the customer.

Customer Success Metrics:

• Track and report on key customer success metrics, including customer satisfaction, retention, and product usage.
• Use data-driven insights to continuously improve the customer success process and outcomes.

Qualifications

Experience:

• 3+ years of experience in a customer success, account management, or similar role, preferably in a tech startup or software company.
• Experience in the hospitality industry or working with hospitality software solutions is a plus.

Skills:

• Excellent communication and interpersonal skills, with the ability to build strong relationships with clients.
• Strong problem-solving skills and a proactive approach to addressing customer issues.
• Ability to manage multiple clients and projects simultaneously, with strong organizational and time management skills.
• Proficiency in using customer success software and CRM tools
• Bilingual English/Spanish

Education:

• Bachelor’s degree in Business, Hospitality Management, or a related field, or equivalent experience.

What We Offer

Competitive Salary and Benefits:

• A competitive salary package and comprehensive benefits, including health insurance, retirement plans, and paid time off.

Growth Opportunities:

• The opportunity to grow with a fast-paced startup and take on increased responsibilities as we expand.

Innovative Environment:

• Work with a talented and passionate team dedicated to transforming the hospitality industry through technology.

How to Apply

If you are passionate about customer success and eager to make a significant impact in the hospitality software space, we would love to hear from you. Please submit your resume and a cover letter outlining your relevant experience and why you are a great fit for this role.