Customer Success Manager, Hospitality

Position Summary

The Customer Success Manager (CSM) for the Hospitality vertical is responsible for protecting recurring revenue, strengthening customer relationships, and proactively managing renewal readiness across a portfolio of mid-market hospitality accounts. This role is being hired as part of the initial build-out of the Customer Success function within Uniguest. In Phase 1, this role is focused on: Renewal management and risk mitigation, Direct customer engagement across a portfolio of accounts, Account analysis and customer intelligence gathering, Escalation coordination and customer advocacy and Identifying future platform alignment opportunities. The CSM serves as the primary relationship owner for assigned accounts, acting as a customer advocate and internal coordinator to ensure customer needs are represented while helping customers align to the future direction of Uniguest's platform offerings where appropriate.

This role is ideal for someone who excels at managing customer relationships, protecting revenue, identifying customer risk, and coordinating cross-functional efforts to improve the customer experience. The CSM will play a critical role in stabilizing and protecting Uniguest's existing customer base while helping establish the operational foundation of the Customer Success organization. As the Customer Success function continues to evolve, the scope of this role is expected to gradually expand into broader adoption, customer engagement, and value realization activities aligned to the long-term vision for Customer Success at Uniguest.

This position is remote and based within the United States.


Primary Responsibilities

Renewal Management & Revenue Protection

• Own a portfolio of customer renewals within a rolling 90-day window
• Maintain clear visibility into renewal status, customer sentiment, risk, and next steps
• Conduct proactive renewal readiness reviews to identify potential blockers or concerns ahead of renewal
• Coordinate customer renewal outreach and follow-up activities through CRM and customer engagement workflows
• Lead renewal-related discussions and coordinate internal alignment as needed
• Identify and mitigate churn or down sell risk

Account Review & Customer Intelligence

• Conduct structured account reviews and maintain ongoing account analysis for assigned customers
• Document and maintain: Key stakeholder relationships and organizational contacts, Customer product footprint, subscriptions, quantities, and contract details, Product usage indicators and customer engagement trends, Open support and development issues, including severity and business impact, Renewal timing and renewal readiness status, Commercial risk indicators including declining usage, stakeholder turnover, unresolved support trends, organizational changes, or competitive risk, Potential alignment opportunities with future Uniguest platform offerings
• Ensure customer account details and activity are accurately maintained within Salesforce and other CRM systems

Customer Engagement & Relationship Management

• Serve as the primary point of contact for assigned accounts
• Establish and maintain a primarily quarterly customer engagement cadence, with additional touchpoints based on customer needs, escalations, or renewal activity
• Build strong working relationships with customer stakeholders across hospitality organizations
• Coordinate customer communications related to renewals, escalations, product alignment opportunities, and ongoing account health
• Identify and discuss gaps in product usage or customer engagement where appropriate

Escalation Coordination & Customer Advocacy

• Act as the voice of the customer internally, advocating for customer needs and business impact
• Coordinate internal response efforts related to customer escalations and high-priority concerns
• Partner with Support, Product, Professional Services, and Sales teams to ensure alignment and accountability on customer-impacting issues
• Communicate status updates, next steps, and resolution progress back to customers
• Surface recurring customer concerns, product gaps, and operational challenges to internal stakeholders

Future Platform Alignment & Opportunity Identification

• Facilitate customer conversations around future platform direction and product alignment opportunities where appropriate
• Help customers understand current platform capabilities and future-state product direction
• Identify customers that may be candidates for future migration or platform expansion opportunities
• Coordinate with Sales and Professional Services on potential future platform alignment opportunities

Cross-Functional Coordination

• Partner closely with Sales on customer retention and future growth opportunities
• Collaborate with Product, Support, Professional Services, and Operations teams to improve the customer experience
• Ensure customer priorities, risks, and business impact are clearly communicated internally

Forecasting & Reporting

• Maintain accurate renewal forecasting and customer risk visibility
• Track customer engagement activity, renewal readiness, escalation trends, and platform alignment opportunities
• Ensure all customer interactions, risks, and account updates are properly documented within CRM systems
• Provide visibility into customer health trends and renewal risk factors

Additional note: The Customer Success Manager coordinates customer communication, advocacy, and cross-functional alignment but is not responsible for direct technical troubleshooting, implementation delivery, or ownership of support cases.

Experience & Skills

• Experience within hospitality technology or serving hospitality organizations
• Experience coordinating customer escalations and cross-functional resolution efforts
• Experience leveraging CRM workflows, cadences, or scaled customer engagement motions
• Familiarity with SaaS platforms, digital engagement solutions, or subscription-based technology models
• Experience working with multi-location or parent-child account structures
• Experience supporting platform transitions, migrations, or customer change management initiatives

Required Qualifications

• 5+ years in Customer Success, Account Management, Hospitality Technology OR equivalent customer-facing roles within the hospitality industry
• Strong organizational, prioritization, and portfolio management abilities
• Comfortable managing a high-volume portfolio of customer accounts in a structured and process-driven environment
• Ability to identify customer risk, coordinate cross-functional activities, and manage competing priorities
• Experience using CRM platforms such as Salesforce
• Ability to travel up to 20%

What We Offer

• Competitive employee benefits package*
• Medical, Dental and Vision Insurance Plan options.
• Pet Insurance Plan.
• 401k Plan with Employer Match.
• Paid Time Off Programs including vacation, sick leave, volunteer time off and parental leave.
• Employee Assistance Program (EAP).
• Employee Referral Bonus Program.
• Career development and potential for advancement opportunities.
• Performance bonuses.
• Employee Recognition Rewards Program.

*Benefits package will depend on your position, location, and other eligibility requirements.

The base salary compensation range for this role is $55,000 to $75,000 annually. This role is eligible for variable compensation, which may include commission and/or an annual bonus based on individual performance and sales targets. Final compensation for this role will be determined by various factors such as a candidate's relevant work experience, skills, certifications, and geographic location.

About Uniguest
Uniguest is the global leader in providing highly secure, fully managed customer-facing technology solutions on an outsourced basis to the hospitality, senior living, specialty retail, education, and corporate sectors. Our suite of turnkey consumer-facing technology solutions includes hardware and software solution packages, system implementation, and 24/7/365 multi-lingual support for public space kiosks, purpose-built kiosks (PC, iMac, tablet), digital signage, Interactive TV, tablets, remote printing, and more - all designed to deliver a consistent and safe experience to our clients' customers.

Uniguest is committed to equal employment opportunity and to providing all people equal access to employment without regard to personal characteristics that are unrelated to their ability, performance, or qualifications. Uniguest prohibits discrimination and harassment against any employee or applicant for employment based on race, color, religion, national origin, sex, sexual orientation, marital status, pregnancy, gender identity, veteran status, disability, genetic information, age, or any other basis protected by law.