Customer Success Manager

About the role

The Customer Success Manager will partner with hotelier customers to help them achieve commercial outcomes defined in their success plans. Working closely with the commercial team, the role focuses on driving value realization, revenue retention, expansion and successful renewals.

Key responsibilities

• Support the Director in developing engagement strategies and performance metrics aligned with customer success goals.
• Facilitate onboarding, close knowledge gaps and promote continuous education for customers.
• Build and maintain relationships with commercial, product and delivery teams to act as the voice of the customer.
• Engage customers within the assigned book of business, establish baselines and create or refresh success plans.
• Partner with the commercial team to report on progress, identify opportunities and support renewals.

Required profile

• Minimum 5 years of experience in customer success, sales, consulting or hospitality distribution/revenue management.
• Extensive experience with SynXis CRS and deep understanding of hospitality commerce and revenue management.
• Bachelor’s degree or equivalent relevant industry experience.
• Proven ability to influence cross‑functional teams in a global matrix organization.
• Strong analytical, critical‑thinking and problem‑solving abilities.

Required skills

• SynXis CRS
• Salesforce (nice‑to‑have)
• Understanding of SaaS business models and software development life‑cycle