Customer Success Manager

About Akia

Akia is the AI agent for hospitality. Operators don't buy her; they hire her. She handles guest communication, drives direct bookings, manages upsells, and runs the full guest journey from welcome to welcome back. From slope-side vacation rentals to 500-room oceanfront resorts where every guest expects to feel like the only one, she shows up, learns the property, and gets to work. We're building the agent that runs modern hospitality. We're still early, and there's a lot left to build.

About the Role

As a Customer Success Manager at Akia, you will own a book of business and be directly accountable for revenue growth within your accounts. This is a quota-carrying, sales-focused CSM role: you'll be measured on net revenue retention, upsell, cross-sell, and expansion — while simultaneously ensuring our customers successfully operationalize Akia in their businesses. You'll act as a trusted advisor and commercial partner, turning product adoption into long-term revenue.

Responsibilities

• Hands-on customer management to drive the success of product adoption and revenue expansion
• Consult with customers to deliver insights, metrics, and recommendations.
• Collaborate with cross-functional team in order to proactively remove blockers and find solutions for customers
• Educate and drive success in order to retain and grow our customers
• Represent the voice of the customers to the product team to advocate for new solutions and influence product roadmap and prioritization

Qualifications

• 2-4+ years of experience in customer-facing account management where revenue expansion was a core metric for success
• Experience managing customers via email, chat, and phone calls
• Analytical and problem-solving skills to understand complex problems and issues, no matter how large or small
• Excellent interpersonal and communication skills with an ability to build strong internal and external relationships
• Diplomacy, tact, and poise when working and communicating with customers
• Experience in exceeding quota

Required Skills

• Customer management
• Revenue expansion
• Analytical skills
• Interpersonal skills
• Communication skills

Preferred Skills

• Experience in the hospitality industry
• Familiarity with AI technologies

Pay range and compensation package

Job Type: Full-time

Work Location: On-site

Equal Opportunity Statement

We are committed to diversity and inclusivity in our hiring practices.