Customer Success Consultant - Hospitality

Customer Success Consultant

Join FPG and become part of a dynamic team dedicated to elevating service and revenue excellence. With over 30 years of expertise, we've perfected the art and science of optimizing frontline performance. By combining the unique artistry of our inspiring FPG team with the cutting-edge science of our proprietary technology, IN-Gauge, we have set the benchmark in technology and training. Our global footprint extends across world-renowned brands in the hospitality and automotive industries, spanning more than 100 countries and boasting over 60,000 app users.

At FPG, we're committed to unlocking the full potential of individuals and transforming the frontline role. Our culture is built on empowerment, passion, and continuous growth. When you join us, you're not just a part of a companyyou're joining a movement that believes in the potential of people and their ability to make a difference. Experience a fulfilling career with us, where your aspirations meet opportunities.

Who You Are

You are a hospitality professional who understands what it takes to drive performance at the property level and is ready to apply that experience in a consultative, customer-facing role.

You may currently be a Front Desk Manager, Front Office Manager, Rooms Division Manager, Hotel Operations Manager, Assistant General Manager, or in a hospitality Customer Success or account management role. Regardless of your title, you understand hotel operations and the realities of running a propertyfrom frontline execution and guest experience to team performance, revenue goals, and leadership accountability.

You understand how General Managers think, the competing priorities property leaders manage every day, and what it takes to engage a frontline team and turn leadership priorities into consistent execution.

You are also comfortable with data and business performance. You can look at results, identify what is working and what is not, and translate the numbers into a clear story and actionable recommendations. You don't simply report performanceyou help leaders understand what it means, where the opportunities are, and what actions can improve results.

Most importantly, you are a strong relationship builder and communicator who can establish credibility at every level of a property, from frontline Program Champions to General Managers and senior hotel leaders. You have the confidence to influence and challenge leaders when needed while remaining collaborative, responsive, and focused on helping them succeed.

If you have built a strong foundation in hotel operations and are ready to use that experience to consult, influence, analyze performance, and help multiple properties achieve stronger business results, this could be a great next step in your hospitality career.

What You Will Do

As a Customer Success Consultant, you will serve as the property-level performance expert for your assigned portfolio, helping hotel leaders understand, prioritize, and realize the value of IN-Gauge.

You will develop a deep understanding of each property's business, leadership, goals, performance drivers, challenges, opportunities, and level of adoption. Using that knowledge, you will analyze performance, identify opportunities, and provide hotel leadership with clear recommendations designed to improve adoption, frontline execution, incremental revenue, and overall business results.

You will build credibility as a performance and profit advisor, developing strong relationships with General Managers and senior property leaders who can make IN-Gauge a priority and reinforce accountability. At the same time, you will maintain strong relationships with Program Champions to ensure frontline teams remain engaged and consistently execute the program.

Ultimately, you will be responsible for helping your properties maximize the value of IN-Gauge by combining strong relationships, hospitality expertise, performance analysis, and proactive consultation to support customer health, adoption, retention, and measurable results.

How You Will Do It

• Develop a deep understanding of each assigned property, including its leadership structure, business goals, performance, adoption, challenges, opportunities, and risks.
• Build trusted relationships with General Managers, senior property leaders, and Program Champions.
• Analyze IN-Gauge data and translate performance results into clear business insights, opportunities, and recommended actions.
• Communicate results in a way that influences hotel leadership to prioritize adoption, execution, and accountability.
• Lead recurring monthly or quarterly property performance discussions and business reviews based on property needs and in collaboration with Customer Success leadership.
• Drive IN-Gauge adoption through leadership alignment, Champion engagement, accountability, and effective use of the platform.
• Maintain consistent, proactive communication and outreach with key contacts across every assigned property.
• Monitor property-level adoption, engagement, performance, and overall customer health.
• Identify potential churn signals and proactively escalate risks to Customer Success leadership.
• Demonstrate the connection between IN-Gauge adoption, frontline execution, incremental revenue, and overall customer value.
• Identify and refer additional product and expansion opportunities, including DeskMax, CheckMax, BookMax, and other FPG solutions.
• Maintain strong multi-level relationships across hotel decision-makers to support sustained adoption, performance, and retention.
• Partner with Customer Success leadership and internal FPG teams to resolve challenges and ensure a strong customer experience.
• Travel to assigned properties, customer meetings, and FPG events as required to strengthen relationships, support adoption, and drive business results.

Requirements

• 3+ years of professional experience in hotel operations, hospitality Customer Success, account management, consulting, or a related role.
• Hands-on hotel/hospitality operations experience required.
• Experience in roles such as Front Desk Manager, Front Office Manager, Rooms Division Manager, Hotel Operations Manager, Assistant General Manager, or similar property-level leadership experience strongly preferred.
• Strong understanding of hotel operations, property-level performance, and the priorities and challenges facing General Managers and hotel leadership.
• Strong presentation, facilitation, and communication skills with the confidence to engage and influence senior hotel leaders.
• Demonstrated ability to build trusted relationships with stakeholders at multiple levels of an organization.
• Strong analytical skills with the ability to interpret performance data and translate it into clear business insights and recommended actions.
• Commercial mindset with an understanding of revenue, profitability, performance, and ROI.
• Ability to balance strategic relationships with operational execution and follow-through.
• Proactive, responsive, curious, and highly organized with a strong sense of ownership.
• Comfortable using software, technology, and performance data to identify opportunities and drive action.
• Ability to independently manage multiple customer relationships, priorities, and deadlines.
• Ability and willingness to travel based on customer and business needs, up to 20%.
• Candidates located in or near Orlando, FL; Portland, OR; Nashville, TN; or St. Louis, MO are preferred.

Compensation & Incentive Opportunity

Base Salary: $55,000$70,000 + Monthly Incentives

Customer Success Consultants become eligible to participate in FPG's incentive program upon assignment of an individual portfolio and transition to an independent contributor role, typically within 46 months.

The timing of incentive eligibility is based on demonstrated readiness, onboarding progress, contribution, and successful transition to independent portfolio ownership, and remains at FPG's discretion.

FPG provides a comprehensive suite of benefits to our valued Team Members, along with benefits for their eligible dependents as detailed below.

Benefits effective date 1st day of the month following date of hire:

• Employer contribution toward company sponsored health plans
• Dental & Vision plans offered
• Employer paid Short-term Disability & Employer paid Long-term Disability
• Employer paid Life Insurance Policy ($100,000)
• Employer paid Accidental Death & Dismemberment Policy ($100,000)

Additional Benefits

• 401K participation, with 4% Employer Matching Contribution
• Paid Time Off and annual holiday closure
• Parental Leave (Maternity, Paternity, and Adoption Leaves)

Frontline Performance Group