Customer Success Manager

TravelNet Solutions; United States; Remote; USD 55,000 - 70,000; Full time

Job summary

Join a leading company transforming the hospitality industry as a Customer Success Manager. You will drive customer retention and satisfaction while managing a portfolio of clients, ensuring they adopt and benefit from innovative technology solutions. This role requires excellent communication skills, a commitment to customer success, and the ability to collaborate across teams. With competitive pay and robust benefits, contribute to reshaping the future of hospitality.

Benefits

Full medical, dental, and vision coverage

Flexible Paid Time Off (PTO)

Health Savings Account (HSA) match

Retirement plan with employer match

Free life insurance and long-term disability coverage

Free office snacks and beverages

$150 quarterly personal gift

Competitive pay and a people-first culture

Qualifications

• Strong communication skills and ability to build relationships.
• 3+ years of experience in customer success or account management.
• Knowledge of vacation rental or short-term rental industries.

Responsibilities

• Serve as the primary point of contact for customers.
• Drive customer retention and product adoption.
• Conduct regular check-ins and business reviews with clients.

Skills

Communication

Time Management

Project Management

Problem Solving

Customer Engagement

Education

Bachelor's degree

3+ years of related experience

Job description

Join TravelNet Solutions as a Customer Success Manager

At TravelNet Solutions (TNS), we’re transforming the hospitality industry with innovative technology solutions.

This role is perfect for someone who is:
-A proactive self-starter with strong initiative and a commitment to delivering results.
-An excellent communicator and relationship builder, able to collaborate effectively across teams and with customers.
-Passionate about helping customers succeed and driving value through product adoption.
-Adaptable, quick to learn, and comfortable navigating change in a fast-paced environment.
-A strategic and critical thinker who can solve problems creatively and efficiently.
-Exceptionally organized and detail-oriented, with a focus on follow-through and execution.
-Enthusiastic about technology, innovation, and improving the customer experience.

About TravelNet Solutions
For over 21 years, TravelNet Solutions has provided integrated software and marketing solutions for the hospitality industry, anchored by our flagship Track Property Management System and other products under the Track banner.

Our single-vendor ecosystem equips growing vacation rental companies with all the enterprise-class tools they need to scale. With ongoing investments in platform development, 70+ integration partners, and a growing list of native features, Track empowers hospitality professionals to achieve digital transformation and operational excellence.

Our Core Values reflect the behaviors that shape the tone of how we work with each other, our partners, and our customers:
-Serve Others: Nurturing growth to help others succeed.
-Grit: Taking ownership and never giving up on what matters most.
-Create the Future: Innovating to disrupt the status quo.

Why Join Us?
-Be part of a fast-moving, dynamic team focused on growth and success.
-Work alongside a talented, collaborative, and supportive team.
-Work for a portfolio company offering a one-vendor solution for SaaS technology, marketing, and distribution.
-Help reshape the hospitality industry through technology and service innovation.

Our Customer Success Managers (CSM’s) are responsible for driving customer retention, satisfaction, and growth by building strong relationships and ensuring successful product adoption. This role requires a proactive approach to managing a portfolio of customers, addressing their needs, and collaborating across multiple teams to deliver optimal outcomes.

Key Responsibilities:
-Serve as the primary point of contact for customers, managing adoption, and overall success journey.
-Drive customer retention by understanding client goals and delivering solutions to meet their needs.
-Proactively monitor customer health and engage with customers to ensure continued success and satisfaction.
-Conduct regular check-ins, business reviews, and product feedback sessions with clients.
-Inform customers of new product features and best practices, helping them integrate updates into their operations for maximum efficiency.
-Ensure customers’ platforms are up-to-date and optimally configured to meet their evolving needs.
-Collaborate with customers on continuous optimization efforts, identifying areas for improvement, and recommending configuration changes to enhance performance.
-Work with the Professional Services team to identify training opportunities and assist with configuration updates that align with customer goals.
-Collaborate with the Support team to resolve customer issues and ensure smooth ticket resolution.
-Work closely with Sales on expansion opportunities, cross-sell, and up-sell initiatives.
-Partner with Product and Engineering teams to deliver customer feedback, participate in discovery calls, and ensure product alignment with customer requirements.
-Assist customers with contract negotiations, renewals, and service optimization.

Cross-Functional Collaboration:
-Sales: Align on growth strategies, contract negotiations, and product expansions.
-Support: Ensure customer issues are escalated and resolved promptly, particularly for Tier 3 support cases.
-Product/Engineering: Provide customer feedback, participate in discovery calls, and collaborate on product improvements.
-Professional Services: Partner to identify training needs, configuration updates, and continuous optimization opportunities for customers.
-Marketing: Share customer success stories and testimonials, contribute to case studies, and support customer advocacy programs.

What are some must-haves?
-Excellent communicator and empathetic listener
-Highly organized and excellent at time management and prioritization
-Demonstrated ability to overcome obstacles and achieve goals
-Collaborative and respectful team player
-Bachelor's degree and/or 3+ years of directly related experience
-Working knowledge of the vacation rental or short-term rental industries
-Demonstrated ability to work with executive-level clients
-Passionate about client service with a desire for continuous improvement
-Project management experience preferred - Past experience with the Track platform preferred

Perks & Benefits
-Full medical, dental, and vision coverage
-Flexible Paid Time Off (PTO)
-Professional development and training resources
-Health Savings Account (HSA) with up to $2,000 annual match
-Retirement plan with employer match
-Flexible work environment
-Free life insurance and long-term disability coverage
-Free office snacks and beverages
-$150 quarterly personal gift
-Competitive pay and a people-first culture

Compensation
The typical starting salary range for this position is: 55,000 to 70,000.
The actual salary offer will consider multiple factors, including skills, experience, education, and location. Please note that the salary reflects the base amount only and does not include total compensation, such as discretionary bonuses and benefits.

Diversity and Inclusion:
We celebrate diversity of thought, culture, and background and are committed to creating an inclusive environment. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, gender identity or expression, national origin, disability, or veteran status or any other protected status under applicable federal, state, or local law. We comply with all applicable laws governing nondiscrimination in every location where we operate and encourage individuals from all backgrounds to apply.

Let’s shape the future of hospitality—together.

Apply today to join our journey.