Customer Success Manager

Avero is seeking a proactive Customer Success Manager to engage, retain, and enable customers in the hospitality SaaS industry, focusing on delivering excellent service and identifying sales opportunities. The role involves managing customer relationships, onboarding, and collaboration with internal teams, with a focus on the hospitality sector.

Location: Fully remote for candidates in the Las Vegas area.

Salary: $68,000 - $74,000 a year, with bonus potential.

Responsibilities

• Manage a growing portfolio of customers in your territory.
• Assist in developing and evolving the Customer Success department.
• Help collect and analyze customer success metrics and data, including NPS, customer testimonials, and references.
• Work with the Global Account Manager(s) and Account Manager(s) to engage with customers with relation to their Account Plan and Customer/Account Journey.
• Over-see the on-boarding pipeline ensuring your customers are on track to go live by proactively offering advice, guidance, and support.
• Execute targeted customer engagements based on Customer/Account Journey stage and specific customer Account Plan.
• Serve as an Avero expert and ensure strong product adoption across all partners and relevant stakeholders at all levels.
• Build and manage successful relationships with key partners and generate cross-sell introductions for the sales team.
• Provide insights to partners to ensure that they get the most out of Avero, ensuring our partners are meeting their objectives with the aim of helping grow our customer base.
• Work collaboratively with the Product and Technology teams to troubleshoot customer issues and help influence our roadmap.

Requirements

• 2+ years of experience in customer facing roles, preferably in the hospitality SaaS company industry.
• Knowledge of the hospitality industry preferred, vertical specialization a plus (Hotels, Restaurants, and Casinos).
• The ability to build relationships at all organizational levels.
• Excellent listening and presentation skills with experience presenting to C-Level and technology leaders.
• Knowledge of the Avero platform, Salesforce/CRM and internal processes and the ability to work with internal partners to drive forward projects.

Benefits

• Competitive compensation, coupled with an emphasis on work/life balance.
• Employer-sponsored benefits package including Health, Dental and Vision insurance.
• Health Savings Account with contributions from Avero quarterly.
• Medical and Dependent Care Flexible Spending Accounts.
• Company Paid Disability, Life Insurance and AD&D.
• Parental Leave.
• ClassPass Discounts.
• Equity in the company – all employees have a stake in our growth!

Additional Information

• The salary range is $68,000 to $74,000 with bonus potential.
• Candidates must be permanent residents (green card holders) or U.S. citizens.
• The role is fully remote for candidates in the Las Vegas area.
• The role may require working outside of normal hours due to the global nature of the business.