Senior Customer Success Manager

About SuiteOp
SuiteOp is a property operations platform built for the modern hospitality operator - managing smart devices, deploying next-gen guest experiences via web apps, and field teams across large portfolios. We integrate with everything from smart locks to payment processors, and serve operators running thousands of units across short-term rentals and boutique hotels.

We're a lean, seed-stage team ($3M+ raised) that ships like a company many times our size. The reason: we build with AI, not just for it. Claude Code, Cursor, and Copilot aren't afterthoughts here - they're core to how we work every day.

We're in the middle of a clean-room rebuild: migrating from a legacy no-code platform to a hand-crafted TypeScript monorepo. New database, new API layer, new dashboard, new mobile app - all being built from the ground up, right now. It's the most interesting moment to join.

Key Responsibilities

• Own onboarding from contract → go-live for new customers
• Lead onboarding calls: kickoff, configuration, training, and launch
• Build deep product expertise and guide customers through best practices
• Create onboarding project plans, checklists, and customer task timelines using AI-assisted tools to keep every engagement moving without manual overhead
• Capture detailed customer insights and surface them as structured, actionable feedback for the Engineering team - using Claude and our internal tooling to synthesize patterns across accounts, not just anecdotes
• Partner with the Customer Success & Solutions Lead to iterate on onboarding processes, playbooks, and documentation
• Develop onboarding content (guides, videos, templates) faster and at higher quality by building with AI, not around it
• Monitor health signals and proactively remove blockers
• Ensure customers complete onboarding confident, trained, and ready to succeed

Ideal Candidate

• Thrive in fast-moving, high-growth environments where you build while doing
• Enjoy speaking with customers and can make complex concepts simple
• Organized, detail-oriented, and comfortable managing multiple customers at once
• Learn products quickly, especially technical workflows
• Reach for AI tools first - you use Claude, Notion AI, or similar to draft, summarize, and systematize before doing anything manually
• Communicate clearly, directly, and proactively with customers and teammates
• Take ownership and don't wait for someone to hand you structure - you build it, then automate it

Required Skills & Experience

• 2-5 years in SaaS onboarding, customer success, account management, consulting, or similar role
• Experience running customer meetings and guiding customers through technical setup
• Familiarity with CRM/CS systems (HubSpot, Intercom, Notion, Zendesk, etc.)
• Comfortable using AI tools (Claude, ChatGPT, or similar) in your daily workflow - for drafting communications, building documentation, summarizing calls, or automating repetitive tasks
• Bonus: you've used no-code or light-code tools (Zapier, n8n, etc.) to automate something in a past role
• Bonus: experience at a startup
• Bonus: experience in hospitality, property management, or related industries

What Success Looks Like

• Customers complete onboarding on time and clearly understand how to use the product
• Onboarding time-to-value decreases through your improvements - including improvements you built with AI
• You and the CS Lead build the onboarding engine together, turning it into a repeatable, scalable motion
• Customers finish onboarding excited, confident, and positioned for long-term success
• Internal teams know exactly what's working and what needs to be improved because you communicate insights consistently - and you use AI to make that communication faster and sharper

Why Join Now

• Be a foundational member of the Customer Success team and help define how we support customers
• Work with a product that customers truly love
• Use AI as a real force multiplier - we're not asking you to work harder, we're asking you to work smarter and build systems that scale beyond you
• Grow your responsibilities quickly - this is a rare early seat at a fast-moving startup
• If you love helping customers, want to grow quickly, and believe AI makes great operators unstoppable - we'd love to meet you

The salary range for this role is $90,000-$115,000 + equity. This is an in-person position in New York City.