Senior Customer Success Manager

Senior Customer Success Manager

Welcome to Reeco, where we're transforming the back-of-house tech for the hospitality industry. While hotels are all about luxury and convenience, their operations are often stuck in the '90s. From emailing suppliers to doing inventory with pen and paper – it's outdated, inefficient, and expensive. That's where we come in! With the power of AI, we help streamline operations for top brands like Hilton, Marriott, Hyatt, and IHG, so they can focus on what really matters – delivering amazing guest experiences while keeping everything running like clockwork.

At Reeco, we live by our core values - Heart: Humility, Excellence, Ambition, Respect, Transparency, and Trust. We believe that by putting both heart and mind into everything we do, we can transform the hospitality industry. Join us and help build the future of hospitality tech.

Customer success isn't simply about managing accounts. It's about building trusted partnerships, understanding customer goals, driving adoption, and ensuring customers continue to realize measurable value from the Reeco platform. At Reeco, we're looking for a Senior Customer Success Manager to own that journey.

You'll be responsible for managing a portfolio of strategic enterprise customers, ensuring they successfully adopt Reeco, achieve their business outcomes, and continue to grow with us. You'll serve as the customer's trusted advisor, leading strategic conversations, driving retention, identifying expansion opportunities, and ensuring every customer relationship delivers long-term value.

This role sits at the center of our customer relationships, partnering closely with Sales, Product, Customer Experience, Marketing, and Support to deliver an exceptional customer experience and help shape the future of hospitality technology.

We're not looking for someone who simply manages renewals. We're looking for someone who thrives on building meaningful customer relationships, understands business challenges, and can turn customer goals into measurable outcomes. You'll become the strategic partner customers rely on, balancing customer advocacy with commercial ownership while ensuring every account achieves strong adoption, retention, and growth—not just a successful renewal.

You'll be responsible for:

• Owning a portfolio of strategic enterprise accounts with responsibility for retention, expansion, and revenue growth.
• Developing and executing account growth strategies that increase customer lifetime value and expand Reeco's footprint within enterprise customers.
• Building strong executive relationships with customer stakeholders to understand business priorities, uncover opportunities, and position Reeco as a long-term strategic partner.
• Driving renewals across your portfolio while proactively identifying risks, creating action plans, and protecting recurring revenue.
• Identifying and leading expansion opportunities across additional properties, users, products, and services.
• Partnering closely with Sales to develop account strategies, support commercial conversations, and drive upsell and cross-sell opportunities.
• Leading strategic customer conversations, including Executive Business Reviews (EBRs), that demonstrate business impact, ROI, and future growth opportunities.
• Using customer insights, usage data, and account health metrics to identify growth opportunities and increase product adoption.
• Collaborating with Product, Customer Experience, Marketing, and Sales to deliver customer outcomes and strengthen customer relationships.
• Advocating for customers while identifying opportunities to improve the customer journey, increase adoption, and drive long-term revenue growth.
• Contributing to Reeco's Net Revenue Retention (NRR) goals by maximizing account expansion and customer lifetime value.

How we work:

• Customer outcomes over completed tasks.
• Strong relationships beat transactional interactions.
• Ownership means driving customer challenges to resolution.
• Clear communication creates customer confidence.
• We move quickly while staying focused on delivering value.
• Every customer interaction teaches us how to improve the next one.

Requirements

• 5+ years of experience in Enterprise Customer Success, Strategic Account Management, or Account Management within a B2B SaaS environment.
• Proven experience managing enterprise customers, driving renewals, and growing existing accounts.
• Strong relationship-building skills with experience engaging executive stakeholders.
• Excellent communication and presentation skills with the ability to lead strategic customer conversations.
• Strong commercial mindset with the ability to identify growth opportunities and drive customer value.
• Experience managing complex customer relationships with multiple stakeholders.
• Ability to use customer data, health metrics, and insights to drive adoption and retention.
• Experience using CRM and Customer Success platforms such as Salesforce, Gainsight, HubSpot, or similar.
• A customer-first mindset with a proactive approach to identifying risks and creating solutions.
• Ability to travel 20-25% within the US

Bonus if you've worked with:

• Hospitality technology
• Hotel operations
• Procurement or supply chain platforms
• B2B SaaS products
• Enterprise customer growth and retention
• SaaS metrics including ARR, NRR, GRR, expansion ARR, customer health, and product adoption
• Strategic account planning and commercial negotiations

What great looks like after 90 days:

• Independently manages a portfolio of enterprise customers and understands their goals, challenges, and success metrics
• Builds strong relationships with customer stakeholders and becomes a trusted advisor
• Maintains accurate visibility into account health, renewal timelines, and expansion opportunities
• Drives strong product adoption and customer engagement across assigned accounts
• Identifies customer risks early and creates proactive plans to improve outcomes
• Partners effectively across internal teams to deliver a seamless customer experience
• Identifies opportunities to improve customer success processes and create a more scalable approach as Reeco grows