Customer Success Manager

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🕒 6 days ago

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TravelNet Solutions

WebsiteLinkedInAll Job Openings

201 - 500 employees

🏨 Hospitality

☁️ SaaS

✈️ Travel

Hospitality • SaaS • Travel

TravelNet Solutions is a hospitality software provider offering enterprise-class property management and distribution solutions for professional vacation rental and multi-unit operators. Its platform centralizes property management (PMS), trust accounting, owner portals, housekeeping/property care workflows, channel distribution and direct booking, payment processing, CRM, analytics/insights, and AI-driven automation to optimize revenue and operations. The company emphasizes enterprise scalability, deep integrations and API connectivity to connect with third-party tools and support large, multi-region portfolios.

📋 Description

• Serve as the primary point of contact for customers, managing adoption, and overall success journey. • Drive customer retention by understanding client goals and delivering solutions to meet their needs. • Proactively monitor customer health and engage with customers to ensure continued success and satisfaction. • Conduct regular check-ins, business reviews, and product feedback sessions with clients. • Inform customers of new product features and best practices, helping them integrate updates into their operations for maximum efficiency. • Ensure customers’ platforms are up-to-date and optimally configured to meet their evolving needs. • Collaborate with customers on continuous optimization efforts, identifying areas for improvement, and recommending configuration changes to enhance performance. • Work with the Professional Services team to identify training opportunities and assist with configuration updates that align with customer goals. • Collaborate with the Support team to resolve customer issues and ensure smooth ticket resolution. • Work closely with Sales on expansion opportunities, cross-sell, and up-sell initiatives. • Partner with Product and Engineering teams to deliver customer feedback, participate in discovery calls, and ensure product alignment with customer requirements. • Assist customers with contract negotiations, renewals, and service optimization. • Leverage AI-powered tools to monitor customer health signals, identify churn risk early, and prioritize outreach across your portfolio. • Use AI writing and communication tools (like Claude, ChatGPT, or built-in platform AI features) to draft QBR prep, customer summaries, and follow-up communications more efficiently. • Help customers understand and adopt AI-driven features within the Track platform, translating technical capabilities into practical wins for their properties. • Identify opportunities where AI automation can reduce manual work for customers and proactively recommend those workflows during business reviews.

🎯 Requirements

• Excellent communicator and empathetic listener • Highly organized and excellent at time management and prioritization • Demonstrated ability to overcome obstacles and achieve goals • Collaborative and respectful team player • Bachelor's degree and/or 3+ years of directly related experience • Working knowledge of the vacation rental or short-term rental industries • Demonstrated ability to work with executive-level clients • Passionate about client service with a desire for continuous improvement • Project management experience preferred • Comfortable using AI tools in daily workflows to increase capacity and output quality (this is a must, not a nice-to-have). • Able to explain AI-driven product features in plain language to non-technical property managers and owners.

🏖️ Benefits

• Full medical, dental, and vision coverage • Flexible Paid Time Off • Unlimited access to professional training and development • Health Savings Account with up to a $2,000 annual match • Up to $900 in annual Wellness Rewards • Flexible work environment • Free life insurance and long-term disability coverage • Flexible Spending Accounts • Retirement plan with employer match • $150 quarterly gift for personal use • Competitive wages • Work with an amazing team!