Regional Market Manager, Customer Success(West)

Butler Hospitality

San Francisco (CA)

Hybrid

USD 80,000 - 100,000

Full time

14 days+

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Benefits offered by this job

Competitive Salary

Performance Bonus

Unlimited PTO

401K with company match

Gym membership

Laptop and personal tech budget

Job summary

A growing hospitality tech firm is seeking a Regional Market Manager to lead a team across California. This role involves mentoring Customer Success Managers, developing best practices for customer retention, and leveraging data to enhance customer experiences. Ideal candidates will have experience in customer success and people management, combined with a passion for hospitality. The company offers a competitive salary, flexible work hours, and substantial growth opportunities, making it an exciting prospect for motivated individuals.

Qualifications

2+ years of people management experience with demonstrated performance-focused leadership.
Prior experience in a senior-level Customer Success or Sales role is essential.
Proven results in hyper-growth environments, particularly in hospitality or F&B.

Responsibilities

Manage and develop a team of Customer Success Managers in Western US.
Create SOPs and best practices to enhance customer retention.
Drive strategic initiatives to improve product adoption and customer satisfaction.

Skills

People management

Customer relationship building

Data-driven decision making

Communication skills

Tools

Salesforce

Tableau

Job description

About Us

Butler Hospitality is on a mission to build the travel platform of the future by maximizing existing infrastructure and powering connections through data and experience – that process begins by supporting our hotel partners and their teams. We are currently serving over 50,000 keys (hotel rooms) in New York City, Miami, Chicago, San Francisco, Washington, D.C. and Denver; we are on track to serve an additional 200,000 keys across 12 markets by 2023. That is to say: major growth mode.

About The Role

Reporting to: Director of Customer Success

Butler Hospitality is looking for a Regional Market Manager to lead a team of Customer Success Managers across our San Francisco, Los Angeles, and Denver markets. In this role, you will be responsible for hiring, training, managing, and developing members of the Customer Success team. You will also act as conduit between our CSMs and the Butler Senior Leadership team to manage escalations, standardize best practices and execute on strategic initiatives aimed at maximizing overall lifetime value of and for our customers. What’s especially exciting about joining a company in ‘growth mode’ is that you have the opportunity to build new processes and to help our business and customers excel in unforeseen ways. We are looking for someone who exhibits a customer-first approach and who is passionate about hospitality and our partner and guest experiences.

What You’ll Do

Manage, mentor, and grow a team of high‑performing Customer Success Managers across the Western United States region
Develop SOPs, best practices, and creative programming to promote hotel partner value and ensure customer retention across multiple markets
Harness the power of data to measure business results and drive team outcomes around customer and consumer growth opportunities
Maintain responsibility for team resource planning and performance measurement
Influence future lifetime value through higher product adoption, customer satisfaction, and overall health scores
Improve market intelligence including industry, category, and competitive analysis
Participate in regular team meetings where you will be called to present your team’s metrics, insights, analysis and progress
Work closely with Director of Customer Success and Butler leadership team to iterate on customer health scores, create prescriptive action plans driven by data insights, and develop a proactive customer journey strategy
Implement, and be part of the iteration of, a best‑in‑class customer experience that will be a key driver and competitive advantage to Butler’s growth and success
Advocate a company‑wide culture of Customer Success, defining customer success priorities and demonstrating the correlation to successful company performance
Act as a team player by fostering strong collaboration within the team and cross‑functionally with other company stakeholders

About You

You are agile, motivating, customer and team‑obsessed, and possess natural coaching capabilities. You share our love of the hospitality and travel industry, and our hunger to improve it through technological and operational innovation. As a Regional Market Manager, you understand the importance of communicating information with confidence, clarity, and executing on follow through. You are data‑driven, results‑oriented and are motivated by responsibility and accountability to self and team. You’re a self‑starter and you operate with a growth mindset – that is: open‑mindedness, readiness and dedication to your team’s KPIs as well as the collective goal. You are passionate about transforming the traditional Account Management role from a supportive, reactive function to an innovative, strategic one - in line with the vision our Customer Success team.

Qualifications

2+ years people management and talent development experience; possesses a high level of accountability and demonstrated performance‑focused leadership skills
Prior experience in a senior‑level Customer Success, Account Management, or Sales Operations / Strategy role
Proven results growing and scaling organizations at a hyper‑growth company
Experience in F&B or Hospitality a BIG PLUS!
A strong understanding of the Customer Success function, specific to how it is integral in driving value to partners and revenue growth the business
Excellent communication and relationship building skills, with experience partnering deeply with customers AND other key internal leaders
Experience leveraging data (via automation, technology, and manual analysis) to translate opportunity to a team and to optimize and improve their success/performance
Ability to identify opportunities, glean actionable insights, and manage the execution across a team
Data‑driven and customer‑first decision‑making mindset, knowing how to supplement data with the qualitative knowledge of the customer’s needs
Strong ability to communicate strategic objectives and action plans to teams
Experience with Salesforce is required; experience with Tableau preferred