Manager – Customer Success

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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

• Lead, coach, and develop a team of CSMs across SMB, mid-market, and enterprise segments • Own a small portfolio of strategic accounts at the executive level — including success planning, renewals, and expansion • Drive GRR, NRR, and NPS outcomes across the team's full book of business • Own the team's churn-prediction framework, retention playbooks, and account health standards • Set and enforce CRM and CS platform standards; own data quality and the team's operating cadence • Champion AI-enabled tools and workflows that multiply team impact without sacrificing relationship quality • Partner cross-functionally with Sales, Product, and Marketing on retention, expansion, and customer advocacy

🎯 Requirements

• 5+ years in customer success, account management, or a related B2B SaaS role • 3+ years leading or managing a CS team with a proven track record of developing people and raising performance • Experience owning enterprise or complex multi-property accounts at the executive level • Commercial fluency — retention economics, renewal dynamics, and coaching CSMs through difficult conversations • Strong CRM and CS platform proficiency (HubSpot, Salesforce, or equivalent) • Demonstrated experience using AI tools to improve CS or operational output • Comfortable operating in a global, distributed, cross-time-zone environment • Hospitality or property technology experience is a plus, not a requirement

🏖️ Benefits

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