Customer Success Manager - Hospitality SaaS - Remote

Overview

Join Folio’s GTM team and help hotels thrive by ensuring they get the most out of our procure-to-pay platform. From onboarding to long-term growth, you’ll be the go-to guide, advocate, and cheerleader.

In Short

• Be the primary point of contact for hotel customers from onboarding to long-term success.
• Lead implementation and ensure smooth go-live for customers.
• Teach customers how to maximize the platform's potential.
• Travel to meet customers and build trust through face-to-face interactions.
• Build relationships with hotel operators and finance teams.
• Track account adoption and anticipate customer needs.
• Coordinate with support to resolve customer issues promptly.
• Identify growth opportunities for customers within the platform.
• Represent customer feedback internally to shape product development.

Requirements

• Experience in Account Management, Customer Success, or Implementation in a Hospitality or B2B SaaS environment.
• Strong project leadership and training skills.
• Excellent communication and stakeholder management abilities.
• Detail-oriented and organized with multiple account management.
• Proactive and resourceful in fast-paced environments.
• Familiarity with HubSpot or similar CRM systems.
• Experience with products involving multiple user types or complex implementations is a plus.
• Knowledge of the hospitality industry is an advantage.

Benefits

• Remote-first work environment with occasional team travel.
• Utilize tools like Google Meet, Linear, Notion, and Slack for collaboration.
• Competitive compensation and health benefits.
• Flexible PTO policy.
• Collaborative team culture with daily stand-ups.
• Opportunities for personal and professional growth.