Customer Success Manager

Visual Matrix is building the hospitality technology platform of choice, helping hotels maximize revenue and improve operations. They are seeking a Customer Success Manager to drive product adoption, retention, renewals, and expansion opportunities for high-value customers while serving as a trusted advisor.

Responsibilities:

• Manage a portfolio of high-value and high-potential customer accounts
• Own renewals and develop proactive renewal strategies
• Identify and drive expansion opportunities across your assigned accounts
• Conduct regular business reviews and success planning sessions
• Monitor customer health and proactively mitigate churn risk
• Partner with Product, Support, Sales, and Implementation to deliver an exceptional customer experience
• Maintain accurate customer data and account plans using CRM and customer success tools
• Use AI and analytics to identify trends, prioritize work, and improve customer outcomes

Requirements:

• 3+ years of Customer Success, Account Management, or related B2B SaaS customer-facing experience
• Experience managing renewals and executive customer relationships
• Strong communication, presentation, and problem-solving skills
• Ability to manage multiple priorities in a fast-paced environment
• Hospitality technology, PMS, or hotel software experience is a plus
• Comfortable using AI to improve productivity and decision making
• Thrive in fast-paced, entrepreneurial environments