Hotel Accounts & Customer Success Lead

M-; Los Angeles (CA); On-site; USD 34,000 - 44,000; Full time

Job summary

M & F Laundry is seeking a Customer Success & Account Manager to elevate the hotel laundry experience by driving proactive service, transparency, and strong relationship management. You will own key hotel accounts, lead onboarding, and coordinate across departments to ensure commitments are met.

In this role, you will train clients on portals and reporting tools, monitor account health, and identify expansion opportunities while maintaining accountability and delivering consistent, high-quality

Qualifications

• Hospitality or hotel operations experience preferred.
• Strong communication, accountability and proactive problem-solving.
• Experience with customer success or account management.

Responsibilities

• Serve as the primary point of contact for assigned hotel accounts.
• Build strong relationships with General Managers, Executive Housekeepers and hotel leadership.
• Lead the onboarding and implementation of new customers.
• Conduct regular customer check-ins, property visits and account reviews.
• Monitor account health and identify potential issues before they become problems.
• Own service concerns from initial communication through final resolution.
• Coordinate across M & F departments to ensure commitments are completed.
• Train customers on the M & F Customer Portal and reporting tools.
• Help customers gain greater visibility into their service and account information.
• Identify opportunities to expand relationships across additional services and hotel properties.
• Support customer retention and long-term partnership growth.

Skills

Customer success

Account management

Hospitality

Job description

M & F Laundry is seeking a Customer Success & Account Manager to elevate the hotel laundry experience by driving proactive service, transparency, and strong relationship management. You will own key hotel accounts, lead onboarding, and coordinate across departments to ensure commitments are met.

In this role, you will train clients on portals and reporting tools, monitor account health, and identify expansion opportunities while maintaining accountability and delivering consistent, high-quality