Senior Customer Success Manager

Duetto; United States; On-site; USD 80,000 - 110,000; Full time

Job summary

Duetto is looking for a Senior Customer Success Manager to oversee the post-sales customer lifecycle, focusing on onboarding, adoption, and retention for a portfolio of clients. This role involves influencing revenue strategies, resolving challenges, and mentoring junior team members. Ideal candidates should have over 4 years of SaaS experience, specific knowledge in hospitality revenue management, and proficiency in CRM tools like Salesforce. Join our innovative team in shaping the future of hotel revenue optimization.

Qualifications

• 4+ years in Customer Success SaaS role.
• 3+ years in hospitality revenue management.
• Strong proficiency in hotel technology and relevant KPIs.

Responsibilities

• Own the post-sales customer lifecycle for assigned portfolio.
• Influence client revenue strategies.
• Resolve complex business and product challenges.

Skills

Customer Success Management

Hospitality Revenue Management

CRM Tools (Salesforce)

Data Interpretation

Project Management Software (JIRA, Trello)

Job description

About the Company

Duetto, the industry-leading hospitality revenue management system, leads the way in helping hotels, resorts and casinos optimize revenue and boost profit. Our leading SaaS platform, expanding suite of products, and incredibly skilled team have been at the heart of our continued success and our ambition for future growth knows no bounds.

Duetto is building the future of hotel revenue strategy. We’re not just another SaaS company — we’re redefining what’s possible for hotels through our category-creating platform, the Revenue & Profit Operating System.

Role Summary / Purpose

The Senior Customer Success Manager is responsible for the ownership of the end-to-end post-sales customer lifecycle, including onboarding, adoption, and retention for a high-impact portfolio of accounts. This role exists to serve as a senior trusted advisor, influencing client revenue strategies and ensuring clients realize maximum value and ROI from the Duetto platform through expert-level consultation and proactive account management.

Key Responsibilities

• Own the end-to-end post-sales customer lifecycle for an assigned portfolio, maintaining accountability for onboarding, adoption, and long-term retention.
• Influence client revenue strategies as a senior consultant, leveraging deep hospitality expertise to align Duetto’s capabilities with complex business needs.
• Resolve complex business and product challenges independently, serving as the primary senior point of contact for strategic client issues.
• Coordinate and lead strategic business reviews (QBRs) and advanced product training sessions to drive measurable ROI for clients.
• Audit customer usage data and market performance metrics to proactively identify churn risks and uncover growth opportunities within the portfolio.
• Optimize product adoption by providing tailored, expert-level recommendations that address specific regional or segment market dynamics.
• Collaborate with cross-functional teams, including Product and Support, to advocate for customer requirements and influence the product roadmap.
• Facilitate remote and onsite meetings as the "voice of the customer," ensuring alignment between client expectations and company strategic goals.
• Mentor junior Customer Success Managers on best practices, revenue management principles, and effective account management workflows.
• Perform other related duties as needed to support team and company priorities.

Qualifications

Required

• 4+ years of experience in Customer Success SaaS role.
• 3+ years of experience in hospitality revenue management.
• Strong proficiency in hotel technology and relevant KPIs.
• Strong proficiency with demonstrated ability to interpret data and solve problems.
• Strong proficiency in CRM tools (Salesforce) and project management software (JIRA, Trello).

Preferred

• Specialized skills, knowledge, or experience within the Hospitality technology industry, specifically revenue management.
• Strong proficiency in Revenue Management Systems and Customer Relationship Management Tools.
• Knowledge of region/segment hospitality market dynamics and distribution landscape.