Customer Success Manager

HotelMap™ & Roomcard™; California (MO); Remote; USD 95,000 - 140,000; Full time

Job summary

An innovative technology platform is seeking a Customer Success Manager to enhance client relationships and drive product adoption. This role offers the opportunity to work remotely and flexibly, making a significant impact on enterprise clients' experience. You will be at the forefront of client engagement, ensuring seamless integrations and providing technical support. The position promises professional growth within a rapidly expanding company, offering a strong contract rate and the potential for permanent employment as the US operations flourish. Join us in shaping the future of hotel booking technology!

Benefits

Remote Work

Flexible Hours

Professional Development Opportunities

Qualifications

• Experience in managing enterprise accounts and ensuring customer satisfaction.
• Ability to translate customer needs into technical requirements.

Responsibilities

• Serve as the primary contact for enterprise clients, ensuring their success.
• Conduct training sessions and workshops to enhance customer engagement.

Skills

Customer Success Management

Event Ticketing

Technical Consultation

Relationship Building

SaaS Platforms

Education

Bachelor's Degree

Experience in Enterprise SaaS

Tools

APIs

CRM Software

Job description

HotelMap is a global technology platform focused on modernizing and automating hotel booking for conferences, trade shows, and group events. Trusted by leading event organizers like Informa, RX Global, and DMG Events, our platform connects with over 1,000,000 accommodation operators across 500+ cities worldwide.

Why Are We Hiring for This Role?

HotelMap is growing and we’re expanding our footprint in the US! We’re looking for an experienced Customer Success Manager with Event Ticketing / Hotel Booking experience to support our clients.

You’ll be a key player in helping our clients get the most from HotelMap, working closely with enterprise partners, solving problems, and driving adoption. You’ll work fully remotely and enjoy flexible hours that align with Pacific Time.

What You’ll Be Doing?

Customer Success & Enterprise Support

• Serve as the primary point of contact for 2–3 enterprise clients, while supporting others as needed.
• Own the onboarding process, helping clients integrate and adopt our solution efficiently.
• Monitor account health, proactively identifying challenges, risks (including churn risk), and opportunities for optimization.
• Conduct training sessions and workshops to maximize customer engagement.
• Assist in pre-sales discussions and help create demo HotelMaps for potential customers.

Technical Consultation & Issue Resolution

• Learn to navigate and troubleshoot HotelMap’s system, solving simpler issues independently.
• Understand customer needs and translate them into technical requirements for our development team.
• Provide technical troubleshooting and guidance, ensuring seamless integrations and adoption.
• Act as a liaison between enterprise clients and engineers to ensure smooth resolution of product-related issues.
• Manage escalations for major enterprise clients, handling both standard and high-priority issue resolution.

Cross-Functional Collaboration

• Work daily with Product and Engineering teams to communicate customer feedback and suggest improvements.
• Collaborate with Sales, Customer Support, and Marketing to ensure a seamless client experience.
• Contribute to refining onboarding processes, playbooks, and best practices for enterprise customers.
• Improve internal workflows, particularly around ticketing and issue tracking, while helping to develop customer success strategies.

Training & Onboarding

Depending on your level of experience, you’ll receive structured support over a 6-month training period in our Managed Events division before fully transitioning into Enterprise SaaS. This ensures you’re never dropped in the deep end and gives you time to:

• Understand our market and how our clients use HotelMap
• Gain deep product knowledge and use our tools like a client
• Translate customer challenges into technical requirements
• Drive product adoption and value maximization for clients

Who You Are?

Event Ticketing, hotel or booking Experience: This might be outside of the industry, or within the industry of event housing / group bookings. Other terms include Room Block Management, Event Accommodations, Event Technology, MICE, Event Hotels, Block Booking, Group Sales or Service.

Enterprise Customer Success Experience: Proven experience in Enterprise SaaS, Customer Success, or Technical Account Management.

Technical Change Management Skills: Ability to onboard and manage enterprise accounts through complex implementations. Comfortable working with SaaS platforms, APIs, and integrations.

Strong Communicator & Relationship Builder: Excellent written and verbal communication skills. Ability to explain technical solutions to non-technical stakeholders, and build long-term relationships with enterprise clients.

Success Metrics & Performance Goals

Your performance will be measured by:

• Coverage – % of the client’s events using HotelMap
• Capture – % of attendees booking through HotelMap
• HotelMap contracted rates sold by partners

Your focus is not upselling but ensuring customers maximize their minimum contracted usage and get full value from the platform.

Our Interview Process

• Talent Screen – (30 mins)
• Call with Hiring Manager – (30 mins)
• Role-Play Task – (60 mins)
• Final Interview – (45 mins)

What We Offer

This is initially a contractor role with a view to permanent as we continue to build our US operations. We're still setting up our US infrastructure, so benefits aren't included, but this is offset by a strong contract rate.

• Remuneration: Strong contract rate of pay (no benefits included initially).
• Flexibility: Remote working, autonomy, and the opportunity to shape how we support our US customers.
• Tech: Work with cutting-edge technologies in a flexible, supportive environment.
• Growth: Professional development opportunities. A great fit if you enjoy working autonomously in a growing international company.
• Opportunity: A chance to join at an exciting stage of our US expansion — we’re building fast and hope this contract can evolve into something more permanent.

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Information Technology, Product Management, and Customer Service

• Industries

  Technology, Information and Media, Hospitality, and Events Services

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