Customer Success Manager

Fullsteam is a leading provider of vertical software and embedded payments technology dedicated to helping businesses flourish. In this role, you will provide clients with detailed product and service information, resolve product and service problems, and manage client relationships to ensure customer satisfaction and retention.

Responsibilities:

• Serve as the primary point of contact for assigned hospitality clients using WebRezPro
• Identify churn risk signals and proactively work with clients to stabilize and optimize system usage
• Independently troubleshoot and resolve PMS issues related to reservations, rates, availability, folios, payments, and reporting
• Guide hotel staff on best practices for front desk, reservations, housekeeping, and night audit workflows
• Conduct live and recorded training sessions tailored to hotel and lodging operations
• Support and coordinate integrations with third-party hospitality systems such as OTAs and channel managers
• Partner with Product and Software Development teams to escalate bugs and test fixes
• Translate customer feedback from hoteliers into actionable product insights
• Maintain clear written and video documentation specific to hospitality use cases
• Track and document client interactions, feature requests, and support trends
• Independently provides support to clients by making decisions regarding the best course of action for both the client and the company
• Acts as consultant with clients on operational guidance and provides advice based on direct experience and/or experience with other clients
• Communicates new release features to production
• Manages communication for customer account needs
• Independently works to resolve customer complaints/problems

Requirements:

• Exceptional communication, listening, and interpersonal skills
• Strong problem-solving, troubleshooting, and critical thinking skills
• High level of empathy with a customer-first mindset; ability to handle difficult situations professionally
• Strong time management and ability to manage multiple projects and priorities simultaneously
• Proficiency with CRM tools and customer success platforms (e.g., HubSpot, Salesforce) and comfort documenting interactions/trends
• Familiarity with SaaS business models, subscription-based services, and retention/churn concepts
• Technical aptitude with software platforms; comfort with POS hardware and cloud-based systems
• Ability to translate technical concepts into user-friendly guidance, training, and documentation
• Proactive, self-starter approach with strong ownership and follow-through
• Ability to determine the best course of action in problem solving and make independent decisions
• Critical thinking and decision-making skills
• Experience with internet-based technology
• Ability to handle difficult situations in a professional manner
• Ability to troubleshoot issues and determine appropriate solutions
• Ability to work collaboratively with all levels of staff
• Excellent computer skills
• Time management and ability to multi-task
• Work independently and as a team
• Exceptional listening and communication skills
• Experience supporting hospitality or lodging operations (e.g., reservations, front desk, inventory/availability, billing)