Customer Success Manager (CSM) - Travel Technology

This is a remote position.

Hospitality Spotlight has partnered with Laasie (https://laasie.ai) on the search for a travel technology Customer Success Manager.

We’re seeking an energetic, personable, process-oriented, and proactive Customer Success Manager (“CSM”) who can provide ongoing support to our customers. The candidate should be able to contribute to building relationships and implementing new programs that will increase the company’s revenue potential while reducing risk for churn.

The Work: 

• Serve as the primary point of contact for new and existing customers.
  

• Manage all post-sales activity and enterprise customers through strong relationship-building, product knowledge, planning and execution of their bespoke customer success plan
  

• Expertise in supporting a wide range of stakeholders for internal and external projects
  

• Ability to diagnose issues within customer initiatives and spearhead routes to resolution
  

• Ensure customer satisfaction that leads to annual renewals and contract expansion.
  

• Develop a trusted relationship with consistently responsive and expert service.
  

• Monitor contract deliverables and usage to help customers manage and expand their usage of Laasie products.
  

• Host regular check-ins with customers as well as quarterly business reviews to ensure adoption of the product and realization of success criteria.
  

• Answer questions and facilitate data requests, user feedback, and bug reporting to our data, product, and engineering teams.
  

• Act as Voice of the Customer internally to represent customer needs and wants.
  

• Identify and qualify cross-sell and up-sell opportunities and work with the sales teams to grow revenue from existing customers
  

• Other duties as assigned
  

What you’ve already done (requirements):

• 3 to 5 years working with strategic customers in the technology industry.
  

• Significant experience in managing customer profiles in line with ACV of $75k or more
  

• Experience with project management, account portfolio planning and prioritization
  

• Track record of successful planning and execution of Executive Business Reviews
  

• Excellent verbal and written communication with an emphasis on empathy and solution-oriented responses.
  

• Proven ability to be an assertive problem-solver and proactive relationship manager who can respond quickly to customer needs and anticipate issues and resolve these in advance wherever possible.
  

• Experience using cloud software, such as Salesforce, Slack, Jira, G-Suite.
  

• Creative thinker who loves to challenge the way things are done as part of a relentless pursuit of improvement.
  

• Communication skills a must
  

• Bachelor’s degree