AI-Driven Customer Success Manager – Hospitality Growth

Better Talent; United States; Remote; USD 65,000 - 75,000; Full time

Benefits offered by this job

10% annual incentive

Paid time off (PTO)

Health, Dental, and Vision insurance

Life insurance

Retirement benefits

HSAs/FSAs/HRAs

Disability insurance

Wellness programs

Employee recognition programs

Job summary

Track in the hospitality software space is seeking a Customer Success Manager to own a portfolio of property management clients, driving retention, satisfaction, and growth. You will collaborate with Sales, Support, Product, Engineering, and Services to ensure customers extract real value from Track, including AI-powered features.

You will guide customers through adoption, identify churn risk early using AI signals, and lead regular business reviews while expanding relationships across accounts.

Qualifications

• Bachelor's degree and/or 3+ years of directly related experience.
• Working knowledge of the vacation rental or short-term rental industry.
• Experience working with executive-level clients.
• Daily use of AI tools (like Claude, ChatGPT, or built-in platform AI) to increase your capacity and output quality. This is a must, not a nice-to-have.
• Ability to explain AI-driven product features in plain language to non-technical property managers and owners.
• Strong communication, organization, and prioritization skills.
• Project management experience is a plus.

Responsibilities

• Serve as the primary point of contact for customers and guide them through adoption and success journey.
• Keep customers by learning their goals and delivering solutions that meet them.
• Spot churn risk early using AI-powered health signals and prioritize outreach across your portfolio.
• Run regular check-ins, business reviews, and product feedback sessions, and show customers new features and best practices.
• Keep customer platforms up to date and well configured; recommend changes to improve performance.
• Help customers adopt AI-driven features in Track and recommend automation that reduces manual work during business reviews.
• Partner with Sales on renewals, contract negotiations, and expansion; with Support on Tier 3 escalations; with Professional Services on training and configuration; and with Product/Engineering by feeding customer feedback into discovery calls.

Skills

AI tools usage

Communication

Organization

Prioritization

Executive-level client experience

Education

Bachelor's degree

Job description

Track in the hospitality software space is seeking a Customer Success Manager to own a portfolio of property management clients, driving retention, satisfaction, and growth. You will collaborate with Sales, Support, Product, Engineering, and Services to ensure customers extract real value from Track, including AI-powered features.

You will guide customers through adoption, identify churn risk early using AI signals, and lead regular business reviews while expanding relationships across accounts.