Senior Customer Success Manager

Senior Customer Success Manager – Hospitality Strategic

Location: New York, United States (100% Remote)

Department: Customer Success – Hospitality Strategic

About Milestone

Milestone Inc. is a leading AI-powered Digital Experience Software and Services company helping enterprises improve visibility, customer engagement, and business growth through intelligent digital experiences.

For more than 25 years, Milestone has partnered with leading brands across Hospitality, Retail, Financial Services, Automotive, and Healthcare , delivering innovative solutions in AI Search, Digital Experience, SEO, websites, analytics, and omnichannel marketing. Our collaborative culture, customer-first mindset, and continuous innovation make Milestone a trusted partner for customers and a great place to build your career.

Senior Customer Success Manager – Hospitality Strategic

Milestone is seeking an experienced and strategic Senior Customer Success Manager to manage a portfolio of high-value hospitality customers and help them maximize the value of Milestones digital marketing and AI-powered platform solutions.

In this role, you will serve as a trusted advisor to executive stakeholders, guiding customers through digital transformation initiatives while driving adoption, retention, customer satisfaction, and account growth. You will collaborate closely with Sales, Product, Marketing, and Delivery teams to ensure customers achieve measurable business outcomes and long-term success.

Problems We Are Looking to Solve

We are looking for someone who can help us:

• Drive measurable business outcomes for strategic hospitality customers through omnichannel marketing solutions.
• Increase customer retention, adoption, and long-term account growth.
• Strengthen executive relationships by providing strategic guidance and business consulting.
• Align customer business objectives with Milestones AI-powered platform and digital marketing services.
• Create long-term customer partnerships that result in referenceable customers and continued business expansion.

Key Responsibilities

Strategic Customer Success

• Manage a portfolio of strategic hospitality customers and develop long-term success plans.
• Partner with customers to define business goals, KPIs, and digital marketing objectives.
• Conduct regular business reviews to measure progress, identify opportunities, and recommend strategic improvements.
• Drive customer adoption and maximize the business value of Milestones platform and services.

Customer Relationship Management

• Build trusted relationships with executive sponsors, decision-makers, and operational teams.
• Act as the primary customer advocate by coordinating with internal teams to resolve issues and deliver successful outcomes.
• Maintain strong customer engagement throughout the entire customer lifecycle.

Digital Marketing & Business Consulting

• Advise customers on omnichannel marketing strategies, including SEO, GEO, SEM, website optimization, paid media, and digital experience.
• Present performance insights and strategic recommendations to executive and business stakeholders.
• Educate customers on new platform capabilities and best practices that improve digital performance.

Retention & Growth

• Drive contract renewals and support account expansion through upsell and cross-sell opportunities.
• Partner with Sales and Product teams to identify additional customer needs and growth opportunities.
• Gather customer feedback and share insights to influence product improvements and service enhancements.

Cross-Functional Collaboration

• Work closely with Product, Marketing, Professional Services, and Customer Success teams to deliver a seamless customer experience.
• Ensure alignment between customer goals and internal execution.
• Contribute to continuous improvement initiatives that enhance customer success processes and operational excellence.

Ideal Candidate Profile

You are a strategic, customer-focused professional who enjoys helping enterprise customers achieve meaningful business outcomes. You combine strong digital marketing knowledge with excellent relationship management skills and are comfortable engaging with executive stakeholders.

You thrive in collaborative environments, enjoy solving complex business challenges, and are passionate about delivering measurable customer value.

Required Experience & Qualifications

• Bachelors degree in Business, Marketing, Communications, or a related field.
• 5+ years of experience in Customer Success, Account Management, or Strategic Consulting.
• Experience supporting enterprise customers within the hospitality industry.
• Strong knowledge of omnichannel marketing, SEO, SEM, GEO, website optimization, paid media, and digital marketing strategies.
• Proven success driving customer retention, renewals, account growth, and executive business reviews.
• Excellent presentation, communication, and stakeholder management skills.
• Strong analytical, organizational, and project management abilities.
• Ability to manage multiple strategic accounts in a fast-paced environment.

Preferred Qualifications

• Experience in hospitality, eCommerce, revenue management, or digital marketing.
• Background in AI-powered digital platforms or enterprise SaaS solutions.
• Experience presenting business insights to executive leadership.
• Familiarity with customer success methodologies and account planning frameworks.

Key Focus Areas

• Strategic Customer Success
• Customer Retention & Expansion
• Executive Relationship Management
• Omnichannel Marketing Strategy
• Digital Performance Consulting
• Cross-Functional Collaboration
• Customer Advocacy & Business Growth

KPI and Metrics

• Customer Retention Rate
• Net Revenue Retention (NRR)
• Renewal & Expansion Revenue
• Customer Health Score
• Product Adoption & Usage
• Customer Satisfaction (CSAT)
• Executive Business Review Success
• Customer Referenceability

What We Offer

• Competitive salary with performance-based incentives.
• Comprehensive benefits package.
• Fully remote work environment.
• Opportunity to work with leading hospitality brands and enterprise customers.
• Career growth and professional development opportunities.
• Collaborative, innovative, and customer-focused culture.
• Exposure to cutting-edge AI-powered digital experience technology.

Why Milestone

• AI-First Innovation – Help shape the future of AI-powered digital experiences.
• Industry Leadership – Join an award-winning platform trusted by leading global brands.
• Customer-Centric Culture – Work with a team passionate about delivering exceptional customer success.
• Career Growth – Build your career in a collaborative, high-performance environment.
• Meaningful Impact – Help customers achieve measurable business growth through innovative technology.