Customer Success Manager, Hotels
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Job Description
Customer Success Manager for Sadie, a voice AI platform for hotels. Onboarding and managing relationships with hotel partners in New Zealand.
Responsibilities:
- Manage the end-to-end onboarding of new hotel partners
- Set clear expectations, provide training, and ensure full system adoption
- Collaborate with integration and support teams to deliver a fast, smooth go-live
- Act as the main point of contact post-onboarding
- Build trust and strong working relationships with hotel operators and managers
- Monitor customer health and proactively address issues before they escalate
- Proactively gather, track, and analyze customer feedback
- Identify patterns, surface pain points, and advocate for customer needs internally
- Collaborate with Product and Engineering to prioritize improvements based on feedback
- Help document and improve scalable customer success playbooks
- Work cross-functionally to ensure alignment across Sales, Product, Support, and Marketing
- Develop new initiatives and support programs to improve retention and satisfaction
- Ensure customers understand the full value of Sadie and how to use all relevant features
- Identify upsell opportunities or new integrations that add value
- Support expansion and referrals within multi-location groups
Requirements:
- Have 3+ years of experience in a customer success, account management, or hospitality tech role
- Previous experience as a front desk hotelier or manager
- Are highly organized, empathetic, and customer-obsessed
- Love building relationships and solving problems
- Have strong written and verbal communication skills
- Are comfortable working in fast-moving environments with competing priorities
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