Senior Customer Success Manager

Milestone Inc. provides AI-powered digital experience software and services for enterprises. The Senior Customer Success Manager manages strategic hospitality accounts, guiding customers on digital marketing and platform adoption while driving measurable outcomes, retention, and account growth.

Responsibilities:

• Manage a portfolio of strategic hospitality customers and develop long-term success plans
• Partner with customers to define business goals, KPIs, and digital marketing objectives
• Conduct regular business reviews to measure progress, identify opportunities, and recommend strategic improvements
• Drive customer adoption and maximize the business value of Milestone's platform and services
• Build trusted relationships with executive sponsors, decision-makers, and operational teams
• Act as the primary customer advocate by coordinating with internal teams to resolve issues and deliver successful outcomes
• Maintain strong customer engagement throughout the entire customer lifecycle
• Advise customers on omnichannel marketing strategies, including SEO, GEO, SEM, website optimization, paid media, and digital experience
• Present performance insights and strategic recommendations to executive and business stakeholders
• Educate customers on new platform capabilities and best practices that improve digital performance
• Drive contract renewals and support account expansion through upsell and cross-sell opportunities
• Partner with Sales and Product teams to identify additional customer needs and growth opportunities
• Gather customer feedback and share insights to influence product improvements and service enhancements
• Work closely with Product, Marketing, Professional Services, and Customer Success teams to deliver a seamless customer experience
• Ensure alignment between customer goals and internal execution
• Contribute to continuous improvement initiatives that enhance customer success processes and operational excellence

Requirements:

• Bachelor's degree in Business, Marketing, Communications, or a related field
• 5+ years of experience in Customer Success, Account Management, or Strategic Consulting
• Experience supporting enterprise customers within the hospitality industry
• Strong knowledge of omnichannel marketing, SEO, SEM, GEO, website optimization, paid media, and digital marketing strategies
• Proven success driving customer retention, renewals, account growth, and executive business reviews
• Excellent presentation, communication, and stakeholder management skills
• Strong analytical, organizational, and project management abilities
• Ability to manage multiple strategic accounts in a fast-paced environment
• Experience in hospitality, eCommerce, revenue management, or digital marketing
• Background in AI-powered digital platforms or enterprise SaaS solutions
• Experience presenting business insights to executive leadership
• Familiarity with customer success methodologies and account planning frameworks