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Customer Success Manager

RemoteUnited States, Maryland, BethesdaOperations

Job description

Position Overview


The Customer Success Manager will be a valued member of the Customer Success team focused on a positive customer experience, driving product adoption, and driving growth through renewals, net retention improvements, and expansion. This position will implement the vision set for the Customer Success team, including managing the handoff of customers from the Implementation Team and managing interaction with customers throughout their lifecycle. The Customer Success Manager will partner cross functionally with Implementation, Product Management, Support, Sales and other teams to ensure successful project delivery.



Location

This role is remote and reports directly to the VP of Customer Success.


Responsibilities

  • Manage a portfolio of assigned customers

  • Manage the transition of customers from the Onboarding team, focused on retaining proactive communications and regular relationship check-ins

  • Develop trusted relationships with decision makers with each assigned customer and serve as the lead point of contact. Gather feedback from customers for continuous improvement within products and services.

  • Coordinate delivery of any development items for customers post-implementation hand-off

  • Drive customer outcomes, product adoption and customer experience

  • Influence future lifetime customer value through increased product adoption, customer satisfaction, and overall customer health scores

  • Reduce churn and drive new business growth through greater advocacy and reference ability

  • Implement programs to optimize customer lifecycle satisfaction through coordinated communication efforts in concert with Sales, Marketing and Product, in order to highlight new product features and capabilities

  • Optimize and deploy processes to support growth of customer accounts, coordinating with the Implementation team to onboard new hotels with existing customers or add in new product solutions to existing customers.

  • Act as customer advocate to improve overall customer satisfaction by coordinating with other departments, including Support and Product, to manage any customer issues or requests. Address customer issues with speed and urgency, orchestrating resources across the company as appropriate

  • Reduce churn and drive new business growth through greater advocacy and referenceability

  • Look for opportunities to improve process, templates and tools to scale Customer Success function

  • Understand customer’s goals and needs to make strategic and tactical recommendations

Company Description & Benefits

myDigitalOffice (MDO) is a cloud-based information management platform that brings together data from multiple hotel systems, enabling hospitality professionals to access their hotels' data from one place and in real time. In addition to being the one-stop shop reporting hub for hoteliers, MDO also provides digital document and contract management services that streamline the auditing process, eliminating the need to print and store documents. MDO’s mission is to help hotels drive operational efficiencies through innovation and advanced technologies that contribute to the industry’s sustainability initiative.

MDO provides Healthcare including Vision and Dental, PTO, and paid Holidays and floating Holidays. Other benefits include open, collaborative work environment that promotes learning and innovation, flexible work hours, ability to work from home as needed, and the ability to learn while on the job.

Job requirements

Qualifications / Knowledge of: 


    • Able to be flexible and agile in responding to changing business needs and priorities

    • Able to collaborate across the organization and external stakeholders

    • Customer success methodologies

    • SaaS implementation, configuration, integration and migration techniques

    • Data gathering, validation and preparation techniques

    • Organization and time management skills for managing multiple projects and assignments

    • Business and productivity tools such as presentation, document, spreadsheet, project and task management software

Ability To:


    • Willing and able to address escalated customer issues with speed and urgency

    • Business and productivity tools such as presentation, document, spreadsheet, project and task management software

    • Exhibit superior customer focus and professionalism even in stressful situations

    • Proven ability to influence cross-functional teams without formal authority.

    • Effectively and diplomatically communicate both orally and in writing

    • Adapt to changes in priority and effectively align efforts for successful execution

Experience:

- 3-5 years of Customer Success experience within a SaaS company


  • 5+ years of experience in customer-facing roles

  • Experience building relationships with customers across all levels of the organization

Education / Training:

  • Bachelor's degree. A technical or business discipline is preferred

  • Proficiency using Agile Project Management tools to track, assign and manage tasks 

  • Experience with hotel technology systems highly preferred

  • Knowledge of multiple hotel systems, such as PMS, POS, and Accounting is preferred.

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