Customer Support Manager, Hotels

Beacon is a fast-growing B2B SaaS marketplace company modernizing how group meetings and events are sourced. They are seeking a Customer Success Manager to own hotel renewals and retention, build relationships with hotel partners, and ensure customer satisfaction with the platform.

Responsibilities:

• Own the hotel renewal pipeline and be accountable for retention
• Run renewal conversations from first notification through close
• Build relationships with hotel partners, including sales, revenue, and GM contacts, and become their trusted point of contact
• Show hotels the ROI they're getting from the platform, backed by real data
• Spot at-risk accounts early and run a save plan before renewal is on the line
• Keep the CRM clean and current so the business always has a clear read on retention health
• Build the renewal playbook as you go — there isn't one yet

Requirements:

• 2–3 years in customer success or account management at a SaaS / tech company
• A track record of retaining or growing accounts; you own a number and hit it
• A strong communicator, equally comfortable in value conversations and renewal/pricing conversations
• Organized and data-disciplined; you work from the numbers, not from memory
• Coachable and hungry to grow
• Able to work Eastern Time hours in a remote setup
• exposure to hospitality, hotels, or the meetings & events industry