Hospitality Accounts & Customer Success Manager

M & F Laundry; Los Angeles (CA); On-site; USD 70,000 - 110,000; Full time

Job summary

M & F Laundry is seeking a customer success oriented professional to own the hotel partner experience—from onboarding to ongoing growth. The role requires proactive communication, strong relationship building, and a readiness to travel to customer properties.

You will guide onboarding, conduct property visits, and monitor account health, coordinating across departments to fulfill commitments and train customers on the company portal.

Qualifications

• Hospitality experience preferred (hotel operations, account management or customer success).
• Proactive communicator who reaches out before being asked.
• Takes ownership of problems and drives results.
• Willingness to travel locally to customer properties.

Responsibilities

• Serve as the primary contact for assigned hotel accounts.
• Build relationships with General Managers, Executive Housekeepers and leadership.
• Lead onboarding and implementation of new customers.
• Conduct regular customer check-ins, property visits and reviews.
• Monitor account health and identify issues early.
• Own service concerns from initial contact to resolution.
• Coordinate across departments to complete commitments.
• Train customers on M&F Customer Portal and reporting tools.
• Identify opportunities to expand relationships across services and properties.
• Support customer retention and long-term partnership growth.

Skills

Hospitality experience

Proactive communication

Ownership mindset

Relationship building

Travel readiness

Tools

Customer Portal

Job description

M & F Laundry is seeking a customer success oriented professional to own the hotel partner experience—from onboarding to ongoing growth. The role requires proactive communication, strong relationship building, and a readiness to travel to customer properties.

You will guide onboarding, conduct property visits, and monitor account health, coordinating across departments to fulfill commitments and train customers on the company portal.