Customer Success & Account Manager

M & F Laundry; Los Angeles (CA); On-site; USD 70,000 - 110,000; Full time

Job summary

M & F Laundry is seeking a customer success oriented professional to own the hotel partner experience—from onboarding to ongoing growth. The role requires proactive communication, strong relationship building, and a readiness to travel to customer properties.

You will guide onboarding, conduct property visits, and monitor account health, coordinating across departments to fulfill commitments and train customers on the company portal.

Qualifications

• Hospitality experience preferred (hotel operations, account management or customer success).
• Proactive communicator who reaches out before being asked.
• Takes ownership of problems and drives results.
• Willingness to travel locally to customer properties.

Responsibilities

• Serve as the primary contact for assigned hotel accounts.
• Build relationships with General Managers, Executive Housekeepers and leadership.
• Lead onboarding and implementation of new customers.
• Conduct regular customer check-ins, property visits and reviews.
• Monitor account health and identify issues early.
• Own service concerns from initial contact to resolution.
• Coordinate across departments to complete commitments.
• Train customers on M&F Customer Portal and reporting tools.
• Identify opportunities to expand relationships across services and properties.
• Support customer retention and long-term partnership growth.

Skills

Hospitality experience

Proactive communication

Ownership mindset

Relationship building

Travel readiness

Tools

Customer Portal

Job description

Own the experience of our hotel partners end to end — onboarding, property visits, issue resolution, and long-term growth. We can teach laundry; we're looking for hospitality.

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
• Identify opportunities to expand relationships across additional services and properties
• Support customer retention and long-term partnership growth

Requirements

• Hospitality experience strongly preferred — hotel operations, executive housekeeping, account management, or customer success
• Proactive communicator who reaches out before being asked
• Takes ownership of a problem instead of passing it to another department
• Able to build genuine relationships while still driving accountability and results
• Comfortable with local travel to customer properties
• Commercial laundry experience is not required — we will teach it