Customer Success & Account Manager

Own the experience of our hotel partners end to end — onboarding, property visits, issue resolution, and long-term growth. We can teach laundry; we're looking for hospitality. Responsibilities Serve as the primary point of contact for assigned hotel accounts Build strong relationships with General Managers, Executive Housekeepers, and hotel leadership Lead the onboarding and implementation of new customers Conduct regular customer check-ins, property visits, and account reviews Monitor account health and identify potential issues before they become problems Own service concerns from initial communication through final resolution Coordinate across M&F departments to ensure commitments are completed Train customers on the M&F Customer Portal and reporting tools Identify opportunities to expand relationships across additional services and properties Support customer retention and long-term partnership growth Requirements Hospitality experience strongly preferred — hotel operations, executive housekeeping, account management, or customer success Proactive communicator who reaches out before being asked Takes ownership of a problem instead of passing it to another department Able to build genuine relationships while still driving accountability and results Comfortable with local travel to customer properties Commercial laundry experience is not required — we will teach it #J-18808-Ljbffr M & F Laundry