Customer Success Manager

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Shiji Group

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Hospitality • SaaS • Entertainment

Shiji Group is a global company that specializes in providing integrated technological solutions for the hospitality industry. Founded in 1998, Shiji Group aims to enhance the digital guest experience by offering a network of hospitality systems. With over 5,000 employees across 80+ global offices, Shiji serves a wide range of clients including hotels, restaurants, retail outlets, and entertainment businesses. The company offers a suite of products such as Property Management Systems, Point of Sale solutions, Guest Feedback Management, and Hotel Distribution tools. These solutions are designed to provide ease of use, security, and modern connectivity, enabling businesses to deliver exceptional service to their guests.

1001 - 5000 employees

Founded 1998

☁️ SaaS

📋 Description

• Build and maintain strong, long-term relationships with key stakeholders at both the property and corporate levels. • Develop a deep understanding of each customer’s business objectives, operational workflows, and success metrics. • Coordinate with implementation and support teams throughout post-implementation activities to ensure a smooth and successful handoff. • Conduct regular customer check-ins, business reviews, and strategic planning sessions to monitor progress. • Navigate complex customer environments by understanding organizational dynamics, competing priorities and cross-departmental challenges. • Monitor customer health and satisfaction, proactively identifying risks, addressing adoption gaps, and implementing strategies to prevent churn and support renewal readiness. • Act as an escalation point for our customers, managing issues with professionalism, composure, and empathy. • Help customers differentiate between product limitations, process gaps, configuration challenges, and internal communication challenges. • Collaborate closely with Support, Implementation, and Technical Account Management teams. • Advocate for the customer by sharing insights, trends or recurring challenges with internal teams. • Lead customer meetings, business reviews, and best-practice sessions, both onsite and virtual.

🎯 Requirements

• Minimum three (3) years of professional experience in Customer Success, Account Management, or a client facing role within a SaaS environment. • Hands-on experience in the hospitality industry, including the use of hotel technology such as Property Management Systems (PMS) and/or Point of Sales (POS) systems. • Fluent in Spanish and English, with excellent written and verbal communication skills in both languages. • Strong analytical and problem-solving abilities, with the capacity to develop effective, customer-focused solutions. • Ability to work effectively both independently and as part of a collaborative team. • Excellent organizational skills, with the ability to prioritize and manage multiple tasks and meet deadlines. • Skilled in delivering presentations and leading discussions with customers and internal teams. • Ability to understand and clearly explain technical and software-related concepts in simple terms. • High emotional intelligence, with the ability to navigate interpersonal dynamics and build strong stakeholder relationships. • Ability to remain calm, objective, and solution-focused when managing escalations or high-pressure situations. • Strong ability to guide customer conversations productively and support alignment on the right solutions.

🏖️ Benefits

• Flexible work arrangements • Professional development opportunities