Customer Success Manager 55K75K Remote Career Growth Exciting Event Planning Funded SaaS

PhillyTech.Co; Philadelphia (Philadelphia County); Hybrid; USD 55,000 - 75,000; Full time

Job summary

PhillyTech.Co is seeking a detail-oriented Customer Success Manager with a strong people-focus to join our dynamic SaaS team. This role emphasizes responsive support and proactive outreach to onboard hotels, ensuring a seamless experience for our clients. Ideal candidates are self-motivated, adaptable, and thrive in a fast-paced environment, with a passion for hospitality and events.

Qualifications

• 1-3+ years of experience in SaaS customer success, ideally in a startup.
• Comfortable engaging with customers via phone and other communication channels.
• Ability to work in a fast-paced, flexible environment.

Responsibilities

• Proactively reach out to hotels to respond to planner RFPs.
• Respond to inquiries from planners and hotels via chat, email, and phone.
• Integrate user feedback to improve support content and documentation.

Skills

Excellent communication skills

Self-motivation

Adaptability

Proactive approach

Process-oriented

Job description

Customer Success Manager | $55K-$75K + Remote + Career Growth | Exciting Event Planning Funded SaaS

PhillyTech.Co

Customer Success Manager | $55K-$75K + Remote + Career Growth | Exciting Event Planning Funded SaaS

We seek a detail-oriented, people-first Customer Success Manager to join our growing team. This role is critical to ensuring our customers have a smooth and successful experience on our platform. It is a hybrid of responsive customer support and proactive outreach to hotels that need to join the platform to respond to active RFPs. (Help onboard hotels onto the platform as well)

You’ll be a key touchpoint for both planners and hotels, helping troubleshoot issues and ensuring timely engagement from all parties.

Responsibilities

• Proactively reach out to hotels that need to join our platform to respond to planner RFPs.
• Follow a proven script and onboarding process, adapting when needed.
• Track and maintain consistent follow-ups with hotels.
• Maintain and update hotel contact information and associate hoteliers with their properties.
• Monitor RFP response rates and identify/prioritize overdue RFPs.
• Facilitate communication between hotels and planners.
• Work with various stakeholders, including hotel staff, sales managers, and planners, while maintaining organization-wide communication standards.

Customer Support

• Respond to inbound inquiries from planners and hotels via Intercom chat, email, and phone.
• Update and improve existing support content and macros to reflect product updates.
• Provide feedback to product and customer success teams to improve user experience.

Help Center

• User Feedback Integration : Monitor customer feedback and support inquiries to identify gaps or improvements needed in existing content.
• Collaboration : Work with support, product, and marketing teams to ensure documentation aligns with product updates and company messaging.
• Qualifications

  Qualifications

  • 1-3+ years of experience in SaaS customer success, in a startup environment.
  • Self-motivated with a track record of working well independently.
  • Must be comfortable being on the phone with customers.
  • Excellent communication skills, both written and verbal.
  • Must be able to work in a fast-paced environment with the ability to prioritize, multi-task, perform well under pressure, meet deadlines, and work a flexible schedule.
  • Excited to work in a startup environment and have a track record of being adaptable to changing priorities in a fluid, high-growth environment.
  • Must be comfortable working 12 PM to 9 PM EST shift (negotiable based on time zone).
  • Highly proactive beyond owning a customer support process - not an order taker.
  • A clear, professional communicator, both written and verbal.
  • Comfortable with learning and utilizing customer support tools, email, and chat messaging.
  • Process-oriented yet adaptable in a fast-moving environment.
  • Highly organized and proactive with strong follow-through.
  • Experience or interest in the events/hospitality industry is a bonus.

  Additional Information

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