Customer Success Manager - Aven Hospitality

We are seeking a Customer Success Manager to join AvenHospitality's Customer Support team, where innovation knows no borders. Thisteam leads with impact-delivering technical expertise and proactive solutionsthat empower hoteliers to maximize their technology investment and drive guestsatisfaction. With an inclusive culture that embraces a flexible workenvironment, we foster a spirit of collaboration fueled by boldness, curiosityand commitment that empowers us all to win together.

As a Customer Success Manager, you will work with Aven'scustomers to achieve their desired commercial outcomes and drive valuerealization. You will serve as a trusted advisor, guiding decision-making onperformance, engagement and revenue retention while partnering with commercialteams to facilitate expansion. This role requires deep hospitality industryknowledge, a proactive approach to problem-solving and the ability to navigatea dynamic global environment to help stand up this essential new function.

Responsibilities

• Execute customer engagement strategies that promote goal attainment and drive long-term value realization across a strategic portfolio.
• Partner with commercial and product teams to identify expansion opportunities and ensure successful revenue retention and contract renewals.
• Serve as the voice of the customer and a strategic liaison across operations, delivery and product teams to remove roadblocks.
• Establish customer performance baselines and develop success plans that align technology solutions with specific business objectives.
• Monitor team performance metrics and provide data-driven insights to increase impact and expand outcomes for the hospitality segment.

Preferred qualifications and education

• Minimum 5 years of experience in customer success, technical consulting, hospitality distribution or revenue management.
• Expertise in hospitality commerce including CRS platforms, guest acquisition strategies and total revenue attainment.
• Proven ability to influence cross-functional stakeholders and build strong relationships within a global matrix organization.
• Strong analytical and critical thinking skills with a focus on anticipating issues and suggesting creative alternatives.
• Excellent communication and business acumen with a demonstrated ability to foster customer success in the enterprise software space.