Customer Success Manager, HotStats

Duetto is the hospitality industry's leading revenue management platform, founded in 2012 by former Wynn Resorts executives. They are seeking a Customer Success Manager to own the post-sale journey for hotel and hospitality clients, leveraging AI tools to enhance client relationships and drive business decisions.

Responsibilities:

• Own the end-to-end post-sales lifecycle for your portfolio: onboarding, adoption, retention, and renewal, with an eye toward driving incremental revenue and beating retention targets
• Be the go-to advisor for your clients on HotStats, solving business and product questions that keep them happy and healthy
• Run strategic check-ins, training sessions, and QBRs, with AI-assisted prep tools in your back pocket, to help clients hit real ROI
• Use AI-assisted analytics to spot churn risk early and surface upsell and cross-sell opportunities before your clients even ask
• Partner closely with Sales, Product, and Support to make sure the client voice shapes what we build and how we support them
• Stay sharp on HotStats, USALI standards, hotel ownership models, and the broader hospitality tech landscape so you're always one step ahead for your clients

Requirements:

• 4+ years in a customer-facing role in SaaS, hospitality technology, or data analytics, with direct exposure to hotel operations or benchmarking platforms
• Strong understanding of hotel performance reporting, including USALI standards, hotel ownership models, and enterprise reporting structures
• Sharp analytical skills with a track record of turning data into actionable client recommendations
• Fluent English, bonus points for additional languages
• Comfort with AI-assisted tools for data analysis, reporting, and client communication, plus a genuine willingness to adopt and iterate on new tooling
• Specialized experience within hospitality technology
• Proficiency with Salesforce and project management tools like Jira or Trello
• Familiarity with hotel benchmarking platforms or competitive intelligence tools
• Knowledge of hotel total profitability frameworks, including cost center analysis, GOP optimization, and ownership reporting
• Experience with AI-powered CS platforms (Gainsight, Salesforce Einstein, Gong) or a strong record of weaving AI into CS workflows