Client Success Manager

Summary

Join Sojern's Client Success team as a Client Success Manager to cultivate and maintain relationships with hotel partners and management companies in North America. You will manage all aspects of the client journey post-purchase, focusing on client retention and growth. This role demands strong client communication, data-driven decision-making, and collaboration with internal teams. A Bachelor's degree and 3-4 years of relevant experience are required. Spanish language skills are preferred. Sojern offers a comprehensive benefits package including competitive compensation, flexible work options, paid time off, parental leave, and various wellness and professional development opportunities.

Requirements

• Bachelor’s degree in Business or related field. (Accounting, Marketing, Communications, or Finance a plus)
• 3-4 years’ industry or job related experience
• Ability to manage the challenges of juggling multiple accounts whilst providing excellent proactive client service
• Strong ability to identify key results and critical solutions that support campaign & business objectives to produce successful campaigns
• Great time management and organizational skills
• Willing to wear multiple hats and roll up your sleeves to get the job done
• Great with people – ability to work comfortably with many internal and external teams

Responsibilities

• Maintain healthy client engagement levels by identifying low utilization and providing solutions to further drive client success
• Demonstrate excellent client communication skills over the phone, email, web conferencing and in person
• Serve as a central point of contact while ensuring a high level of client satisfaction
• Maintain regular communication with both the client and internal teams, consistently managing client expectations
• Drive overall client product adoption and education, advocate for clients’ success, and mitigate risk of client churn
• Coordinate with internal partners to develop user-focused training, onboarding, and engagement
• Analyze and interpret performance data to provide campaign recommendations, upsell opportunities, and new ideas and concepts that meet client goals
• Partner closely with internal teams on day-to-day operational processes
• Provide high-quality service to drive positive NPS and CSAT scores

Preferred Qualifications

Spanish language skills

Benefits

• Competitive compensation packages
• Stock options offered to every employee
• Bonusly program to reward and recognize team wins and performance
• Employees can take up to 40 hours of paid time per year to volunteer and give back to the community
• Flexi-Friday benefit
• Hybrid or remote work options for most roles
• Time-zone friendly work hours with async collaboration
• Team offsites planned annually
• Six employee resources groups
• Regular virtual and in office team building events
• Monthly company All Hands & leadership Q&As
• PTO allowance to recharge
• Comprehensive healthcare options
• Paid parental leave (16 weeks for birthing parents; 12 weeks for non-birthing parents)
• Retirement contributions and investment options (for applicable locations)
• Travel benefits (hotel stay benefit & IATA membership)
• Plus mental health, wellness & financial health resources
• Learning & development stipend
• Mentorship program
• Career development programs
• Leadership training
• Home office tech set up (laptop, monitor, keyboard, mouse)
• Monthly internet and phone allowance
• Modern tools to communicate and collaborate (Slack, Google Suite)