Customer Success Manager

**Position Summary**

As a Customer Success Manager, you will work with our customers to drive retention, renewals, adoption, customer satisfaction, and growth. This is a high-profile customer-facing role requiring outstanding relationship management skills as well as strong technical acumen. You will work with a variety of users within our hotel and hospitality partner’s organizations to achieve successful outcomes throughout the customer lifecycle. You will plan and execute strategy for the account - leveraging internal resources to achieve desired outcomes. You will be the primary contact for all things Cendyn to your assigned customer portfolio.

**Essential Duties and Responsibilities**:
The essential functions include, but are not limited to the following:

- Customer Relationship Management:

- Manage a portfolio of accounts, fostering long-term business relationships with customers to support their success and engagement.
- Serve as the primary contact for customers, guiding them from onboarding through renewal and beyond.
- Customer Engagement & Strategy:

- Implement proactive customer engagement strategies to drive product adoption, training, renewals, and revenue growth.
- Develop and maintain Account Plans for each customer to ensure proactive management and alignment with company goals.
- Customer Insights & Performance Indicators Monitoring:

- Track and monitor customer KPIs such as platform usage, settings, and sentiment to maintain relationship health.
- Conduct Business Reviews to share insights, set goals, consult on optimal product usage, and plan partnership development.
- Issue Resolution & Advocacy:

- Act as an escalation point to ensure timely and proactive resolution of issues.
- Identify at-risk renewals and implement tailored remediation plans.
- Serve as a customer advocate, collaborating with Sales, Product Management, Services, Support teams.
- CRM & Internal Communication:

- Maintain accurate account data, log tasks and activities, and track opportunities in the CRM system, SalesForce.
- Communicate key account information to internal stakeholders.
- Customer Education & Satisfaction:

- Lead customer webinars and other educational sessions to support ongoing product adoption and proficiency.
- Provide customers with updates and guidance on new features and product enhancements.
- Promote satisfaction and loyalty by understanding business needs and consulting to achieve their objectives.

**Minimum Qualifications (Knowledge, Skills, and Abilities)**:

- **_Experience_**: Proven experience in Customer Success, Account Management, or a related field, ideally within a similar industry or equivalent relevant business knowledge
- Proven experience in Customer Success or Account Management within a global SaaS or enterprise software environment, with a preference for experience handling large, strategic customers.
- Proven ability to establish and nurture relationships with stakeholders at all organizational levels, including influential individuals, managers, and business development teams.
- Demonstrated expertise in change management and driving business optimization initiatives.
- **_ Skills_**: Strong analytical, problem-solving, and communication skills. Ability to translate complex client needs into actionable strategies.
- Excellent organizational skills, strong attention to detail.
- Excellent written and verbal communication skills.
- Strong analytical skills with an aptitude for translating quantitative and qualitative data into actionable plans.
- **_ Technical Knowledge_**: Understanding of relevant technologies, products, or services related to the role. Familiarity with CRM and data analytics tools is a plus.
- Experience in Microsoft Suite (Outlook, Teams, Excel, Powerpoint) is preferred.
- Proficiency in SalesForce, Planhat, ZenDesk, JIRA preferred.
- **_ Education_**: Bachelor’s degree in Business, Marketing, or a related field. Advanced degree or relevant certifications are a plus.
- Bachelor’s degree-Field of Study: Business Administration, Hospitality or general Bachelor’s degree and proven experience, or a commensurate combination of education and experience or relevant business knowledge
- **_ Willing to travel based on customer and business needs._**

**Physical Demands & Work Environment**

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the functions.

**Position Type/Expected Hours of Work**

**EEO Statement**

Cendyn provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, Cendyn complies with applicable state and local laws governing nondiscrimination in employment in every location in