Founding Director of Customer Success & Ops

Ultimate Asset; New York (NY); Presencial; USD 108.000 - 180.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Equity

Office in Brooklyn (4 days a week)

Descripción de la vacante

Ultimate Asset in Brooklyn is seeking a Director of Customer Operations to shape the founding CS & Ops function for an AI-native hotel tech start-up. You will own onboarding, implementation, retention and expansion with a focus on scalable systems and revenue growth.

You will build customer segmentation, health scoring, and playbooks; drive executive conversations with hotel owners and GMs; and recruit a small team to execute the strategy. This is a founding leadership role.

Formación

• You've managed a high-volume SMB book and owned retention, expansion or revenue outcomes.
• Super sharp, first-principles thinker who builds systems from scratch.
• Eloquent, trustworthy and great in front of customers - including when delivering hard messages.
• Technically curious - comfortable in Google Tag Manager, analytics and conversion tracking (no coding needed).
• Uses AI day to day.
• Hospitality, hotel tech, performance marketing or zero-to-one start-up experience is a big plus.

Responsabilidades

• Own everything after a hotel signs - onboarding, implementation, retention and expansion.
• Build the CS function - customer tiers, health scoring, runbooks, check-in cadences and escalation.
• Decide what needs a human and what gets automated.
• Run commercially sharp performance conversations with hotel owners and GMs.
• Turn customer feedback into input for Product and Engineering.
• Hire and lead the Customer Success and Implementation team.

Conocimientos

High-volume SMB retention

First-principles thinker

Customer-facing excellence

AI-enabled ops

Communication with hotel owners

Herramientas

Google Tag Manager

Analytics

Conversion tracking

Descripción del empleo

Ultimate Asset in Brooklyn is seeking a Director of Customer Operations to shape the founding CS & Ops function for an AI-native hotel tech start-up. You will own onboarding, implementation, retention and expansion with a focus on scalable systems and revenue growth.

You will build customer segmentation, health scoring, and playbooks; drive executive conversations with hotel owners and GMs; and recruit a small team to execute the strategy. This is a founding leadership role.