Founding CS & Operations Lead — AI Hotel Platform Builder

Stealth Vertical AI Startup; New York (NY); On-site; USD 130,000 - 180,000; Full time

Benefits offered by this job

Significant ownership from day one

Equity

Medical, dental, vision insurance

Lunch and fitness stipend

Private waterfront office in NYC

Job summary

Autumn is hiring a Founding Customer Success & Operations Lead to own every hotel customer after signing. You will onboard properties, ensure value delivery, drive retention, and scale CS/ops with AI-powered reporting and automation.

You will speak with hotel owners and GMs, identify at-risk accounts, and build a scalable operating system from the ground up. This role blends operator and builder duties, with potential to lead the team as Autumn grows and to shape the customer lifecycle for

Qualifications

• Experience handling many hotel accounts or SMB clients with a focus on retention and expansion.
• Strong analytical mindset with ability to translate data into actionable improvements.
• Proven track record of owning customer relationships from onboarding to expansion.

Responsibilities

• Own onboarding journeys from contract to live customer.
• Manage ongoing customer success, retention, and expansion.
• Build scalable CS/ops processes and dashboards for the business.

Skills

High-volume SMB management

Customer success mindset

Analytical thinking

Ownership

Tools

Google Tag Manager

Analytics tools

Job description

Autumn is hiring a Founding Customer Success & Operations Lead to own every hotel customer after signing. You will onboard properties, ensure value delivery, drive retention, and scale CS/ops with AI-powered reporting and automation.

You will speak with hotel owners and GMs, identify at-risk accounts, and build a scalable operating system from the ground up. This role blends operator and builder duties, with potential to lead the team as Autumn grows and to shape the customer lifecycle for