Customer Success Manager |

Reporting to the Associate Director of Customer Success, the Customer Success Manager collaborates with Key Account Managers / Directors to create and execute service and Account Development Plans. They provide product expertise for our largest, key account customers. This role is responsible for developing strong, consultative relationships with their shared portfolio of key account customers, providing excellent customer service, and championing customer requests. The role requires understanding the hotel distribution landscape to recommend and identify opportunities to maximize clients’ revenue with products and related services.

Given our business model, where our customers pay us over time, Customer Success is vital to our long-term profitability. Success is achieved when our customers receive massive value from our service.

Responsibilities

Essential Functions

• Accountability : Serve as the product expert and Super User for Cendyn’s products. Educate clients on new and existing products / features. Provide coaching to improve adoption. Serve as escalation point for product challenges. Own the success and health of assigned customers by ensuring they meet their goals with Cendyn’s products and services. Define measurable goals, ensure cohesive communication, and deliver exceptional customer experience.
• Key account management : Review and follow-up on customer requests, track KPIs, and prepare quarterly performance reports for executives.
• Excellence : Drive customers to self-service, develop and deliver product webinars, analyze client data for opportunities, recognize potential risks, and support revenue growth opportunities.
• Collaboration : Coordinate with Key Account Managers / Directors for performance meetings, strategy development, contract renewal, and managing customer expectations. Liaise with implementation teams for product onboarding.
• Innovation : Identify learning opportunities, provide product feedback, facilitate workshops, and contribute to process improvements.
• Humanity : Build strong relationships, foster teamwork, and collaborate effectively in virtual or face-to-face environments.

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