Director, Customer Success Management

Company Overview

Otelier is the most comprehensive data platform in the hotel industry, providing tools to automate the back office and allowing our customers to gain a 360-degree view of their business. At Otelier, we put data and efficiency at the heart of hotel operations so hoteliers can return to hospitality. As the hospitality software behind every great host, we provide the tools to automate back-office tasks, streamline budgeting and forecasting, and offer crystal-clear insights into property or portfolio performance. Otelier has grown via organic growth and several tuck-in acquisitions over the last 3 years. Over the past year, we made significant foundational investments to upgrade our tech stack, leveraging the best elements of each of these predecessor companies, and fully integrate our operations. 

As the Director, Customer Success Management, you'll play a critical role in retaining and expanding client relationships while driving exceptional customer experiences. You'll lead a team of Customer Success Managers dedicated to ensuring our clients maximize the value of our SaaS products. By leveraging your leadership prowess and deep understanding of the SaaS ecosystem, you will play a pivotal role in guiding our clients' journey towards achieving their strategic goals and unlocking the full potential of our SaaS solutions.

Responsibilities:

• Provide visionary leadership to the Customer Success Management      team, setting the strategic direction and guiding the team towards      achieving exceptional client outcomes.
• Develop and communicate a clear vision for customer success within      the context of the company's overall goals and objectives.
• Foster a collaborative and innovative environment that empowers team      members to excel and deliver outstanding results.
• Develop a customer engagement model and customer coverage plan to      support the demands of the business
• Lead high-stakes client interactions, resolving complex issues and      demonstrating the company's commitment to client success.
• Develop and execute comprehensive strategic plans that drive client      satisfaction, adoption, retention, and expansion, aligning with broader      company objectives.
• Manage Renewal strategy and ensure      timely renewals 
• Serve as the voice of the customer within the organization,      advocating for client needs and preferences.
• Collaborate closely with Product Management to provide valuable      insights for product development and enhancements.
• Leverage client feedback to influence the continuous improvement of      the company's offerings and services.
• Define, monitor, and measure key performance indicators (KPIs)      related to client satisfaction, retention, and revenue growth.
• Develop sophisticated reporting mechanisms to provide senior      leadership with clear insights into client success performance and trends.
• Utilize data-driven insights to inform strategic adjustments and      initiatives.
• Lead the resolution of escalated client issues and challenging      situations, ensuring prompt and effective resolution.
• Demonstrate an unwavering commitment to client satisfaction,      upholding the company's reputation for exceptional service.
• Recruit, develop, and retain top-tier Customer Success Managers,      fostering a culture of excellence and continuous improvement.
• Collaborate seamlessly with Sales, Marketing, Product, and Support      teams to ensure a cohesive client experience.

Requirements

• Bachelor's degree or equivalent experience.
• Minimum 3 years of progressive experience in Client Success, Account Management, or related roles within the SaaS industry.
• Deep understanding of the SaaS landscape, market trends, and client needs. Hotel industry experience a plus.
• Exceptional communication, negotiation, and strategic thinking skills.
• Strong analytical abilities, comfortable working with data-driven insights and metrics.
• Ability to navigate complex situations, make strategic decisions, and inspire teams under pressure.
• Exceptional interpersonal skills, fostering trust and building impactful relationships both internally and externally.
• Exceptional leadership and team management skills, with a track record of developing and mentoring high-performing teams. 

What We Offer (US Benefits) 

• Fully remote work.  
• 401k Plan (Traditional & Roth) with company match.  
• Flexible PTO policy to refresh & recharge.  
• Comprehensive Medical, Dental & Vision plans for you and your      dependents.   
• Paid parental leave when expanding your family.  
• Additional company paid benefits, such as LTD, STD, and life      insurance to give you peace of mind for life’s unexpected      moments.  

This position offers a base compensation range of $113,550 to $167,000. This range represents the potential compensation for this role, with actual pay varying based on factors such as the location, skills, experience, and qualifications. Compensation may vary from the stated range. This information is provided to applicants in accordance with state and local laws.