Senior Customer Success Manager

Title: Sr. Customer Success Manager

Location: West Coast, USA

Full-time

Job Description:

Required: Must be located on the

Job Purpose: As a Sr. Customer Success Manager, you will serve as the main point of contact for our hotel customer segment. You will help guide and support, while partnering with them to measure the impact Rest has on their hotel. You will review and assess customers' needs and offer recommendations based on your observations. Ensure highest customer satisfaction and return on investment while enhancing customer experience. Finally, you’ll collaborate with internal teams to represent your customers’ needs and get things done.

Responsibilities:

• Serve as the main point of contact for hotel general managers and front office staff for all of our portfolio companies’ hotels.

• Pull data and reporting to build custom observations, suggestions and coaching to help them optimize how they use the product.

• Inform product and engineering of improvements to support your customers

• Hold SBRs (strategic business reviews) with top accounts

• Work with Onboarding to successfully transition new customers over to customer success, designing or improving strategies

• Go above and beyond to help the customer adopt, implement and optimize the product while hitting their goals

• Mitigate level 2 / 3 support issues with your customers to ensure all internal resources are being leveraged to solve their problems

• Work with Leadership to provide strategy on overall customer journey enhancements

• Identify opportunities within these organizations for either increasing portfolio penetration or the adoption of additional services

• Constantly focused on improving the customer journey and being customer obsessed

• Future Responsibilities:

  • Hold regular industry events (webinars, in person, trade-shows) with your customers to highlight our relationship

  • Meet in person and host on-site live demos with clients at their hotels

Experience/Requirements:

• 4+ years in account management or customer success role

• 1+ year(s) managing large customer accounts (>$100k annual revenue)

• Experience at a high growth SaaS company or startup

• Experience managing hotel clients is a plus

• Experience presenting to an executive audience

• Experience negotiating renewals and expansions for large organizations

• Experience building processes that drives customer success results

• Experience with modern business tools (Salesforce, Zendesk, G-Suite,Office Suite, Zoom, etc.)

• Bachelor’s degree in business or a related field

• Knowledge of hotel operations

Company Description

Rest (formerly NoiseAware) is a leading privacy-safe property monitoring platform that helps short-term rental property managers and hotel operators optimize guest experience and minimize expenses. We're a fast-growing tech startup that has launched a smoking detection product for hotels in the last few years. The company offers both noise monitoring and smoking detection technologies. Our goal is to protect properties from fines, damage, and loss of income and help hotels be truly smoke-free. Rest has monitored and protected over 11 million stays in short-term rentals and hotels.

Additional Details on the Role:

• This role is remote

• Ability to travel up to 35% of the time for client meetings, trade shows and other team events.

Benefits:

Our fast-growing tech company offers excellent compensation, benefits, and stock options. Our entire team works remote but we meet up 1-2 times per year to celebrate achievements and have fun!Competitive Annual salary depending on experience + Bonus Opportunity

• Competitive Annual salary depending on experience + Bonus Opportunity

• 'Feel Good Fridays' - Company Friday Holiday (1 per month)

• Competitive coverage of health, vision and dental plans + HSA contribution

• 401(k)

• Flexible PTO

• Paternity & Maternity Leave