We seek a detail-oriented, people-first Customer Success Manager to join our growing team. This role is critical to ensuring our customers have a smooth and successful experience on our platform. It is a hybrid of responsive customer support and proactive outreach to hotels that need to join the platform to respond to active RFPs. (Help onboard hotels onto the platform as well)You’ll be a key touchpoint for both planners and hotels, helping troubleshoot issues and ensuring timely engagement from all parties.ResponsibilitiesHotel Onboarding & RFP ManagementProactively reach out to hotels that need to join our platform to respond to planner RFPs.Follow a proven script and onboarding process, adapting when needed.Track and maintain consistent follow-ups with hotels.Maintain and update hotel contact information and associate hoteliers with their properties.Monitor RFP response rates and identify/prioritize overdue RFPs.Facilitate communication between hotels and planners.Work with various stakeholders, including hotel staff, sales managers, and planners, while maintaining organization-wide communication standards.Customer SupportRespond to inbound inquiries from planners and hotels via Intercom chat, email, and phone.Update and improve existing support content and macros to reflect product updates.Provide feedback to product and customer success teams to improve user experience.Help CenterUser Feedback Integration: Monitor customer feedback and support inquiries to identify gaps or improvements needed in existing content.Collaboration: Work with support, product, and marketing teams to ensure documentation aligns with product updates and company messaging.
