Key Facts

Remote From:

Category: Customer Success Manager (CSM)

Full time

Mid-level (2-5 years)

English

Hard Skills

Customer Success Management Account Management Product Renewals Software As A Service (SaaS) Customer Relationship Building Process Design Entertainment Journalism

Other Skills

•
Communication
•
Problem Solving
•
Strategic Thinking
•
Technical Curiosity

Roles & Responsibilities

2–5 years in SaaS customer success or account management
Demonstrable retention and renewal track record
Clear, confident communicator
Background in hospitality, tourism, or entertainment is a plus

Requirements:

Own gross renewal rate and expansion revenue targets
Manage customer onboarding, platform adoption, and ongoing training
Conduct upsell and upgrade conversations
Provide direct input to the product roadmap based on customer feedback

Threshold 360

About Threshold 360

Our sales platform built on virtual tour technology helps convert online viewer to in-person visitors. Threshold 360 was created with the idea that there is a better way to explore locations than just static images. The Threshold 360 platform - built on virtual tour technology - allows users to engage online with a location, and increases the likelihood they will visit in person. The Threshold library includes more than 100,000 locations, has had over 1 billion views, and is growing every day and is used in hospitality, education, senior living, fitness, theme parks, event venues and even outdoor camping venues. Providing content for this Platform, Threshold’s global Creator network enables virtual tours to be delivered quickly and at a low cost. The company’s library already includes over 100,000 locations, comprising some half a million virtual tours, and has been viewed over a billion times. We're hiring for our HQ team and looking to partner with Creators across the country. Reach out. https://www.threshold360.com/company/join-us

Founded: 2018

Company size: 11 - 50

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Job description

Competitive Salary | + Bonus + Equity | 2–5 yrs SaaS CS | Tampa, FL (Remote-friendly)

THE OPPORTUNITY

Threshold 360 has spent a decade building the world's largest platform for immersive 360° content - 20,000+ venues, 2 million daily views, and customers spanning hospitality, tourism, event spaces, and destinations across North America. Our latest product, Aether, turns a single photo capture into cinematic video reels, immersive 3D experiences, and branded content. No drone. No crew. No reshoots.

We're looking for a Customer Success Manager to own and grow our customer relationships — and to build the CS function as we scale. This is a ground-floor leadership role: you'll help define how we do customer success and redesign the CS playbook.

WHAT YOU'LL OWN

• Gross renewal rate and expansion revenue — you'll own these targets

• A proactive renewal cadence: structured 12-month touchpoints that add value and drive retention before it's ever at risk

• Customer onboarding, platform adoption, and ongoing training across your book of accounts

• Upsell and upgrade conversations — identifying opportunities and closing them in partnership with BD

• Product demos for existing accounts exploring new capabilities

• Direct input to the product roadmap — you'll represent the customer perspective to the team, not just log tickets

• CS infrastructure: define the processes, playbooks, and tools that will take us to the next level

WHAT WE'RE LOOKING FOR

• 2–5 years in SaaS customer success or account management with a demonstrable retention and renewal track record

• You've owned a renewal or expansion number - not just contributed to team goals

• A trusted advisor to your accounts - you build relationships with operators, not just inboxes

• Background in hospitality, tourism, entertainment, or an adjacent vertical is a strong plus

• Clear, confident communicator - comfortable presenting to hotel GMs, DMO directors, and venue operators

• Able to design new strategies for clients to maximize the value of Threshold360 content and solve their most pressing challenges

• You operate best in an early-stage environment where structure is still being built

• Technically curious with the ability to learn and clearly explain a visual, fast-evolving product

THE PRODUCT

Aether turns a single 360° photo capture into cinematic video reels, immersive 3D experiences, and branded content - all from one dashboard. It's built on our Virtual Tours platform, the industry standard trusted by Marriott, Visit Austin, Visit Dallas, and 20,000+ venues across North America. The product is visually compelling, results-driven, and easy to demonstrate.

NETWORK

20,000+

Venues on platform

DAILY CONTENT VIEWS

2M+

Across partner properties

COMPENSATION & BENEFITS

• Competitive base salary + performance bonus plan

• Stock options / equity participation

• Remote-friendly with HQ access in Tampa, FL

• Flexible PTO and sick time

• Health and dental coverage

• Path for continued professional growth and leadership

ABOUT THE TEAM

We're a small, focused team headquartered in Tampa at Embarc Collective - one of the top startup communities in the Southeast. You'll report to senior leadership and have real influence on how the company operates. We move quickly, we're building something that hasn't existed before, and we’re excited to connect with you.