Customer Success Manager

Summary

Join Avero, a leading hospitality technology company, as a Customer Success Manager. This role focuses on building and maintaining strong relationships with clients, ensuring their success with the Avero platform. You will manage a portfolio of customers, assist in developing the Customer Success department, and collect customer success metrics. The position requires strong communication and presentation skills, experience in the hospitality SaaS industry, and the ability to build relationships at all organizational levels. You will work collaboratively with internal teams and identify opportunities for upselling. This is a heavily relationship-focused position requiring a proactive and results-driven individual.

Requirements

• 2+ years of experience in customer facing roles, preferably in the hospitality SaaS company industry
• The ability to build relationships at all organizational levels
• Excellent listening and presentation skills with experience presenting to C-Level and technology leaders

Responsibilities

• Manage a growing portfolio of customers in your territory
• Assist in developing and evolving the Customer Success department
• Help collect and analyze customer success metrics and data, including all-important NPS, customer testimonials, and references
• Work with the Global Account Manager(s) and Account Manger(s) to engage with customers with relation to their Account Plan and Customer/Account Journey
• Over-see the on-boarding pipeline ensuring your customers are on track to go live by proactively offering advice, guidance, and support
• Execute targeted customer engagements based on Customer/Account Journey stage and specific customer Account Plan
• Serve as an Avero expert and ensure strong product adoption across all partners and relevant stakeholders at all levels
• Build and manage successful relationships with key partners and generate cross-sell introductions for the sales team – deleted users, AOU’s, etc
• Provide insights to partners to ensure that they get the most out of Avero, ensuring our partners are meeting their objectives with the aim of helping grow our customer base
• Work collaboratively with the Product and Technology teams to troubleshoot customer issues and help influence our roadmap

Preferred Qualifications

• Knowledge of the hospitality industry preferred, vertical specialization a plus (Hotels, Restaurants, and Casinos)
• Knowledge of the Avero platform, Salesforce/CRM and internal processes and the ability to work with internal partners to drive forward projects a plus

Benefits

• Competitive compensation, coupled with an emphasis on work/life balance
• Employer-sponsored benefits package including Health, Dental and Vision insurance
• We are a remote employer!
• Health Savings Account with contributions from Avero quarterly!
• Medical and Dependent Care Flexible Spending Accounts
• Company Paid Disability, Life Insurance and AD&D
• Commuter Benefits (for those in NYC!)
• 401k and Company Match
• Parental Leave
• ClassPass Discounts
• Equity in the company – all employees have a stake in our growth!