Senior Customer Success Manager responsible for the complete customer journey in a B2B SaaS startup. Driving client satisfaction and engagement throughout onboarding, support, and account management.
About the role
- Customer Success Manager managing restaurant and retail clients on a loyalty platform. Ensuring product adoption and measurable ROI in the hospitality industry.
Responsibilities
- Own a portfolio of restaurant and retail clients across LATAM and North America
- Support new clients, coordinate training, and ensure smooth go-live
- Develop success plans aligned with client goals and KPIs
- Monitor account health, usage, and engagement metrics
- Drive renewals and identify upsell or cross-sell opportunities
- Serve as the client’s main point of contact for product questions and escalations
- Partner with Product and Support to resolve issues quickly
- Gather feedback to improve product features and user experience
- Maintain accurate client data and activity logs in HubSpot
- Deliver monthly and quarterly business reviews
Requirements
- 3+ years in Customer Success, Account Management, or SaaS client support
- Experience in hospitality tech or loyalty programs is a strong asset
- Proven track record of managing multiple clients and hitting renewal goals
- Strong communication and presentation skills
- Data-driven mindset with the ability to analyze usage and performance reports
- Bilingual English/Spanish required
- Familiarity with HubSpot
Benefits
- Competitive base salary
- Quarterly performance bonus based on retention and upsell metrics
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Location requirements
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