Customer Success Manager

TravelNet Solutions is a fast-growing company that combines hospitality expertise with innovative technology to empower property managers. The Customer Success Manager will drive customer retention and satisfaction by building strong relationships, managing product adoption, and collaborating across teams to ensure optimal outcomes for clients.

Responsibilities:

• Serve as the primary point of contact for customers, managing adoption, and overall success journey
• Drive customer retention by understanding client goals and delivering solutions to meet their needs
• Proactively monitor customer health and engage with customers to ensure continued success and satisfaction
• Conduct regular check-ins, business reviews, and product feedback sessions with clients
• Inform customers of new product features and best practices, helping them integrate updates into their operations for maximum efficiency
• Ensure customers’ platforms are up-to-date and optimally configured to meet their evolving needs
• Collaborate with customers on continuous optimization efforts, identifying areas for improvement, and recommending configuration changes to enhance performance
• Work with the Professional Services team to identify training opportunities and assist with configuration updates that align with customer goals
• Collaborate with the Support team to resolve customer issues and ensure smooth ticket resolution
• Work closely with Sales on expansion opportunities, cross-sell, and up-sell initiatives
• Partner with Product and Engineering teams to deliver customer feedback, participate in discovery calls, and ensure product alignment with customer requirements
• Assist customers with contract negotiations, renewals, and service optimization
• Leverage AI-powered tools to monitor customer health signals, identify churn risk early, and prioritize outreach across your portfolio
• Use AI writing and communication tools (like Claude, ChatGPT, or built-in platform AI features) to draft QBR prep, customer summaries, and follow-up communications more efficiently
• Help customers understand and adopt AI-driven features within the Track platform, translating technical capabilities into practical wins for their properties
• Identify opportunities where AI automation can reduce manual work for customers and proactively recommend those workflows during business reviews
• Align on growth strategies, contract negotiations, and product expansions
• Ensure customer issues are escalated and resolved promptly, particularly for Tier 3 support cases
• Provide customer feedback, participate in discovery calls, and collaborate on product improvements
• Partner to identify training needs, configuration updates, and continuous optimization opportunities for customers
• Share customer success stories and testimonials, contribute to case studies, and support customer advocacy programs

Requirements:

• Excellent communicator and empathetic listener
• Highly organized and excellent at time management and prioritization
• Demonstrated ability to overcome obstacles and achieve goals
• Collaborative and respectful team player
• Bachelor's degree and/or 3+ years of directly related experience
• Working knowledge of the vacation rental or short-term rental industries
• Demonstrated ability to work with executive-level clients
• Passionate about client service with a desire for continuous improvement
• Comfortable using AI tools in daily workflows to increase capacity and output quality (this is a must, not a nice-to-have)
• Able to explain AI-driven product features in plain language to non-technical property managers and owners
• Project management experience