Strategic CSM - Hospitality & Retail (US, Hybrid)

Cloudstaff; Makati; Hybrid; PHP 900,000 - 1,500,000; Full time

Job summary

Cloudstaff in Makati is seeking a results-driven Customer Success Manager to shepherd a portfolio of hospitality, restaurant, and retail clients. You will drive onboarding, adoption, renewals, and expansion, ensuring measurable value.

You will partner with product, support, and sales, build health plans, monitor usage, and report on retention metrics. The ideal candidate has SaaS experience, multi-site account management, and strong communication with operations and executives.

Qualifications

• 3+ years in Customer Success or Account Management within SaaS
• Experience serving restaurant groups, retail chains, or hotels
• Strong relationship-building with operational and executive stakeholders
• Proficiency with CRM tools and collaboration platforms (e.g., Outlook, Teams, Slack)

Responsibilities

• Own the full customer lifecycle from onboarding through renewal and expansion
• Maintain relationships with GMs, Ops Directors, IT leads; mitigate churn and identify upsell opportunities
• Advise on operational improvements for hospitality and retail using SaaS platform
• Drive adoption, measure usage, and deliver value through health plans and reviews
• Collaborate with Product, Support, Implementation, and Sales to ensure a seamless experience
• Organize training sessions and enablement resources for frontline teams
• Provide regular business reviews and actionable insights to executives

Skills

Customer Success

Account Management

SaaS

Communication

Stakeholder Management

Data Analysis

Education

Bachelor's degree in Business, Hospitality Management, or related field

Tools

Salesforce

Job description

Cloudstaff in Makati is seeking a results-driven Customer Success Manager to shepherd a portfolio of hospitality, restaurant, and retail clients. You will drive onboarding, adoption, renewals, and expansion, ensuring measurable value.

You will partner with product, support, and sales, build health plans, monitor usage, and report on retention metrics. The ideal candidate has SaaS experience, multi-site account management, and strong communication with operations and executives.