Customer Success Manager, Hospitality

🕒 May 19

🎸 Tennessee – Remote

🎸 Tennessee – Remote

💵 $55k - $75k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

🏆 Customer Success

Apply Now

Find Similar Remote Jobs

Receive Emails For Remote Jobs

📊 Check your resume score for this job

Improve your chances of getting an interview by checking your resume score before you apply.

Upload Resume

Uniguest

WebsiteLinkedInAll Job Openings

501 - 1000 employees

Founded 1986

☁️ SaaS

🔧 Hardware

🤝 B2B

💰 $190M Debt Financing - Uniguest on 2021-06

SaaS • Hardware • B2B

Uniguest is a provider of cloud-based digital engagement solutions, offering digital signage CMS, IPTV and IP video platforms, engagement apps, and optimized media hardware. The company supplies software Hubs and platforms for content management, interactive TV, video-on-demand, webcasting, wayfinding, room signage, and specialized engagement apps, and also offers managed hardware (media players, encoders, headends) and channel distribution to AV integrators and resellers. Uniguest serves hospitality, healthcare, education, stadiums, senior living, retail, corporate enterprise and other sectors, focusing on secure, scalable audience engagement across screens and devices.

📋 Description

• Own a portfolio of customer renewals within a rolling 90-day window • Maintain clear visibility into renewal status, customer sentiment, risk, and next steps • Conduct proactive renewal readiness reviews to identify potential blockers or concerns ahead of renewal • Coordinate customer renewal outreach and follow-up activities through CRM and customer engagement workflows • Lead renewal-related discussions and coordinate internal alignment as needed • Identify and mitigate churn or down sell risk • Conduct structured account reviews and maintain ongoing account analysis for assigned customers • Document and maintain: Key stakeholder relationships and organizational contacts, Customer product footprint, subscriptions, quantities, and contract details, Product usage indicators and customer engagement trends, Open support and development issues, including severity and business impact, Renewal timing and renewal readiness status, Commercial risk indicators including declining usage, stakeholder turnover, unresolved support trends, organizational changes, or competitive risk, Potential alignment opportunities with future Uniguest platform offerings • Ensure customer account details and activity are accurately maintained within Salesforce and other CRM systems • Serve as the primary point of contact for assigned accounts • Establish and maintain a primarily quarterly customer engagement cadence, with additional touchpoints based on customer needs, escalations, or renewal activity • Build strong working relationships with customer stakeholders across hospitality organizations • Act as the voice of the customer internally, advocating for customer needs and business impact • Coordinate internal response efforts related to customer escalations and high-priority concerns • Partner with Support, Product, Professional Services, and Sales teams to ensure alignment and accountability on customer-impacting issues • Maintain accurate renewal forecasting and customer risk visibility

🎯 Requirements

• 5+ years in Customer Success, Account Management, Hospitality Technology OR equivalent customer-facing roles within the hospitality industry • Strong organizational, prioritization, and portfolio management abilities • Comfortable managing a high-volume portfolio of customer accounts in a structured and process-driven environment • Ability to identify customer risk, coordinate cross-functional activities, and manage competing priorities • Experience using CRM platforms such as Salesforce • Ability to travel up to 20%.

🏖️ Benefits

• Medical, Dental and Vision Insurance Plan options. • Pet Insurance Plan. • 401k Plan with Employer Match. • Paid Time Off Programs including vacation, sick leave, volunteer time off and parental leave. • Employee Assistance Program (EAP). • Employee Referral Bonus Program. • Career development and potential for advancement opportunities. • Performance bonuses. • Employee Recognition Rewards Program.