Customer Success Manager

Customer Success Manager

Threshold 360 has spent a decade building the world's largest platform for immersive 360 content - 20,000+ venues, 2 million daily views, and customers spanning hospitality, tourism, event spaces, and destinations across North America. Our latest product, Aether, turns a single photo capture into cinematic video reels, immersive 3D experiences, and branded content. No drone. No crew. No reshoots.

We're looking for a Customer Success Manager to own and grow our customer relationships and to build the CS function as we scale. This is a ground-floor leadership role: you'll help define how we do customer success and redesign the CS playbook.

What You'll Own

Gross renewal rate and expansion revenue you'll own these targets

A proactive renewal cadence: structured 12-month touchpoints that add value and drive retention before it's ever at risk

Customer onboarding, platform adoption, and ongoing training across your book of accounts

Upsell and upgrade conversations identifying opportunities and closing them in partnership with BD

Product demos for existing accounts exploring new capabilities

Direct input to the product roadmap you'll represent the customer perspective to the team, not just log tickets

CS infrastructure: define the processes, playbooks, and tools that will take us to the next level

What We're Looking For

25 years in SaaS customer success or account management with a demonstrable retention and renewal track record

You've owned a renewal or expansion number - not just contributed to team goals

A trusted advisor to your accounts - you build relationships with operators, not just inboxes

Background in hospitality, tourism, entertainment, or an adjacent vertical is a strong plus

Clear, confident communicator - comfortable presenting to hotel GMs, DMO directors, and venue operators

Able to design new strategies for clients to maximize the value of Threshold360 content and solve their most pressing challenges

You operate best in an early-stage environment where structure is still being built

Technically curious with the ability to learn and clearly explain a visual, fast-evolving product

The Product

Aether turns a single 360 photo capture into cinematic video reels, immersive 3D experiences, and branded content - all from one dashboard. It's built on our Virtual Tours platform, the industry standard trusted by Marriott, Visit Austin, Visit Dallas, and 20,000+ venues across North America. The product is visually compelling, results-driven, and easy to demonstrate.

Network 20,000+ Venues on platform - Daily Content Views 2M+ Across Partner Properties

Compensation & Benefits

Competitive base salary + performance bonus plan

Stock options / equity participation

Remote-friendly with HQ access in Tampa, FL

Flexible PTO and sick time

Health and dental coverage

Path for continued professional growth and leadership

About The Team

We're a small, focused team headquartered in Tampa at Embarc Collective - one of the top startup communities in the Southeast. You'll report to senior leadership and have real influence on how the company operates. We move quickly, we're building something that hasn't existed before, and we're excited to connect with you.