Customer Success & Account Manager

M-; Los Angeles (CA); On-site; USD 34,000 - 44,000; Full time

Job summary

M & F Laundry is seeking a Customer Success & Account Manager to elevate the hotel laundry experience by driving proactive service, transparency, and strong relationship management. You will own key hotel accounts, lead onboarding, and coordinate across departments to ensure commitments are met.

In this role, you will train clients on portals and reporting tools, monitor account health, and identify expansion opportunities while maintaining accountability and delivering consistent, high-quality

Qualifications

• Hospitality or hotel operations experience preferred.
• Strong communication, accountability and proactive problem-solving.
• Experience with customer success or account management.

Responsibilities

• Serve as the primary point of contact for assigned hotel accounts.
• Build strong relationships with General Managers, Executive Housekeepers and hotel leadership.
• Lead the onboarding and implementation of new customers.
• Conduct regular customer check-ins, property visits and account reviews.
• Monitor account health and identify potential issues before they become problems.
• Own service concerns from initial communication through final resolution.
• Coordinate across M & F departments to ensure commitments are completed.
• Train customers on the M & F Customer Portal and reporting tools.
• Help customers gain greater visibility into their service and account information.
• Identify opportunities to expand relationships across additional services and hotel properties.
• Support customer retention and long-term partnership growth.

Skills

Customer success

Account management

Hospitality

Job description

M & F Laundry is growing, and we're looking for a Customer Success & Account Manager to help us continue raising the standard for what hotels should expect from their laundry partner.

We believe great service goes far beyond delivering clean linen.

It's about communication, transparency, accountability and consistency.

That's why we're building a dedicated Customer Success team focused entirely on the experience of our hotel partners — from the day they join M & F through every stage of the relationship.

What You'll Do

• Serve as the primary point of contact for assigned hotel accounts
• Build strong relationships with General Managers, Executive Housekeepers and hotel leadership
• Lead the onboarding and implementation of new customers
• Conduct regular customer check-ins, property visits and account reviews
• Monitor account health and identify potential issues before they become problems
• Own service concerns from initial communication through final resolution
• Coordinate across M & F departments to ensure commitments are completed
• Train customers on the M & F Customer Portal and reporting tools
• Help customers gain greater visibility into their service and account information
• Identify opportunities to expand relationships across additional services and hotel properties
• Support customer retention and long-term partnership growth

What We're Looking For

We're looking for someone who understands that customer success is proactive, not reactive.

Someone who communicates before they're asked.

Someone who follows through.

Someone who sees a problem and takes ownership instead of passing it to another department.

Someone who can build genuine relationships while still driving accountability and results.

Hospitality experience is strongly preferred.

Experience in hotel operations, executive housekeeping, account management, customer success or another hospitality leadership position would be a strong fit.

Commercial laundry experience is not required.

We can teach laundry. We're looking for someone who understands hospitality and exceptional service.

What Success Looks Like

Our customers see M & F as more than another vendor.

They see us as a trusted extension of their hotel operation.

They know what's happening with their account. They have access to their information.

Communication is proactive. Issues are handled quickly. Expectations are clear.

And most importantly, they know they have someone at M & F who owns their relationship.

Compensation

Pay Range: $25.00–$32.00 per hour, based on experience.

Full-Time | Northridge, CA | Local Travel Required