VP of Customer Success & Growth

M3; Lawrenceville (GA); On-site; USD 180,000 - 240,000; Full time

Job summary

M3, a leading hospitality software provider, delivers cloud-based tools for hotel accounting, financial reporting, labor management, payroll, and business intelligence. Built by hoteliers for hoteliers, M3 empowers owners, operators, and management companies to streamline back-office operations and gain real-time insights across thousands of properties.

The Vice President of Customer Success is the senior leader responsible for strategy, performance, and scale of M3's customer success

Qualifications

• 12-15+ years of management experience
• 6-10+ years leading Customer Success organizations at a senior or executive level
• Direct experience in hotel, hospitality, or travel technology SaaS preferred
• Experience with Customer Success platforms and data in Salesforce

Responsibilities

• Own GRR/NRR strategy and renewal forecasting
• Design and scale expansion/cross-sell motions
• Develop a customer health scoring model
• Oversee a CSAT/NPS program and feedback loops
• Set onboarding benchmarks and collaborate with onboarding team

Skills

Executive leadership

Customer Success strategy

Cross-functional collaboration

Forecasting & analytics

Education

College degree

MBA or equivalent preferred

Tools

Salesforce

Power BI/Excel

CS Platform (e.g., Gainsight)

Job description

M3, a leading hospitality software provider, delivers cloud-based tools for hotel accounting, financial reporting, labor management, payroll, and business intelligence. Built by hoteliers for hoteliers, M3 empowers owners, operators, and management companies to streamline back-office operations and gain real-time insights across thousands of properties.

The Vice President of Customer Success is the senior leader responsible for strategy, performance, and scale of M3's customer success