Customer Success Executive

Role & responsibilities

1. Customer Onboarding & Implementation

• Manage customers post-sales and ensure smooth onboarding.
• Understand requirements, configure the platform, and conduct training.
• Track onboarding milestones and reduce time to go-live.

2. Customer Adoption & Engagement

• Drive usage of APS modules across properties.
• Monitor engagement and proactively address low adoption.
• Conduct regular reviews and educate customers on new features/use cases.

3. Customer Relationship Management

• Build strong relationships with hotel owners, GMs, revenue and operations teams.
• Act as the primary point of contact and understand customer needs.
• Maintain regular communication and accurate CRM records.

4. Customer Retention

• Identify at-risk customers and address concerns proactively.
• Work with internal teams to resolve issues and improve satisfaction.
• Support renewals and reduce churn.

5. Upselling & Expansion

• Identify opportunities for additional modules and multi-property expansion.
• Recommend relevant solutions and support expansion revenue.

6. Customer Advocacy & Referrals

• Build strong customer advocates and generate referrals.
• Support testimonials, case studies and reference calls.

7. Customer Feedback & Product Collaboration

• Gather customer feedback and identify recurring issues.
• Collaborate with Product and Sales teams to improve the customer experience and product.

Preferred candidate profile

• 2-5 years of experience in Account Management, Customer Success, Client Servicing or SaaS.
• Strong customer relationship management skills.
• Excellent communication and presentation skills.
• Comfortable conducting product training and demonstrations.
• Strong problem-solving and follow-up skills.
• Ability to work with multiple customers simultaneously.
• Strong understanding of customer lifecycle management.
• Comfortable working with CRM/customer management tools.
• Ability to coordinate effectively with Sales, Product, Support and Operations

teams.

Preferred

• Experience in hotel technology, PMS, Channel Manager, OTA, travel

technology

• Experience working with hotels, serviced apartments or property

management companies.

• Understanding of hotel operations such as Front Office, Reservations,

Revenue Management and Housekeeping.

• Experience managing multiple properties/accounts.
• Experience with SaaS onboarding and product adoption.