Customer Success Manager

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RMS

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 1983

☁️ SaaS

✈️ Travel

🤝 B2B

💰 Private equity on 2024-03

SaaS • Travel • B2B

RMS is a cloud-native property management system (PMS) for the hospitality industry. Trusted by over 6,000 hotels, motels, holiday parks, campgrounds, serviced apartments and multi-property operators across 70+ countries, RMS centralizes operations, reservations, payments, channel management, revenue management, reporting, and guest experience tools. The platform provides a booking engine, channel manager, RMS Pay payments and POS solutions, automation for front desk, housekeeping and maintenance, owner/trust accounting, and business intelligence to drive direct bookings, reduce disputes, and improve operational efficiency.

📋 Description

• - Building strong relationships with key accounts, new customers, and at-risk clients to ensure long-term success and satisfaction. • - Monitoring customer health and engagement to identify potential risks and implementing tailored retention strategies. • - Supporting customers post-onboarding to ensure adoption and value realization during the first 90 days. • - Managing change-of-ownership processes and coordinating relevant training and enablement. • - Collaborating across Product, Sales, Marketing, and Support to champion the voice of the customer and drive improvements. • - Promoting new product features and educational content through webinars, engagement campaigns, and check-ins. • - Reporting on key metrics such as churn, retention, and customer health trends.

🎯 Requirements

• - Proven experience in a customer success or account management role, ideally in SaaS or hospitality tech. • - A customer-first mindset with excellent communication and relationship-building skills. • - Strong analytical skills with the ability to spot trends and turn insights into action. • - Comfortable navigating CRM systems (HubSpot preferred) and customer feedback tools like NPS platforms. • - Experience working cross-functionally with product, marketing, and support teams. • - A proactive and adaptable approach—you're not afraid to own the outcome and thrive in a fast-moving environment. • - Passion for continuous learning and improvement, both for customers and yourself.

🏖️ Benefits

• - Work from home • - Global Team • - Competitive base salary • - Company health insurance plan • - 401(k) Retirement Plan • - Generous PTO • - Growth Potential