Customer Success Manager (HotStats)

• You’ll own the full post-sale journey for a global portfolio of hotel and hospitality clients on HotStats, from onboarding through renewal. This is a relationship-driven, data-informed role where you’re the trusted advisor who helps hoteliers turn benchmarking data into real business decisions, and where you’ll have AI tools at your fingertips to work smarter every step of the way
• Own the end-to-end post-sales lifecycle for your portfolio: onboarding, adoption, retention, and renewal, with an eye toward driving incremental revenue and beating retention targets
• Be the go-to advisor for your clients on HotStats, solving business and product questions that keep them happy and healthy
• Run strategic check-ins, training sessions, and QBRs, with AI-assisted prep tools in your back pocket, to help clients hit real ROI
• Use AI-assisted analytics to spot churn risk early and surface upsell and cross-sell opportunities before your clients even ask
• Partner closely with Sales, Product, and Support to make sure the client voice shapes what we build and how we support them
• Stay sharp on HotStats, USALI standards, hotel ownership models, and the broader hospitality tech landscape so you’re always one step ahead for your clients

Benefits

• Work from home opportunities
• Health insurance- Comfort with AI-assisted tools for data analysis, reporting, and client communication, plus a genuine willingness to adopt and iterate on new tooling
• Fluent English, bonus points for additional languages
• 4+ years in a customer-facing role in SaaS, hospitality technology, or data analytics, with direct exposure to hotel operations or benchmarking platforms
• Strong understanding of hotel performance reporting, including USALI standards, hotel ownership models, and enterprise reporting structures
• Sharp analytical skills with a track record of turning data into actionable client recommendations
• Specialized experience within hospitality technology
• Proficiency with Salesforce and project management tools like Jira or Trello
• Familiarity with hotel benchmarking platforms or competitive intelligence tools
• Knowledge of hotel total profitability frameworks, including cost center analysis, GOP optimization, and ownership reporting
• Experience with AI-powered CS platforms (Gainsight, Salesforce Einstein, Gong) or a strong record of weaving AI into CS workflows
• If this sounds like your kind of role, we’d love to hear from you, even if you don’t check every single box. Apply and let’s talk!