Customer Success Manager, Hotels at Valsoft

Customer Success Manager, Hotels Location: New Zealand (on site). Full time. About the Role As our Customer Success Manager in the New Zealand market, you’ll be the face of Sadie to our Hotel partners—responsible for onboarding, supporting, and growing relationships across our customer base. This role blends hands‑on implementation, day‑to‑day relationship management, and process development. What You Will Do Customer Onboarding & Implementation Manage the end‑to‑end onboarding of new hotel partners. Set clear expectations, provide training, and ensure full system adoption. Collaborate with integration and support teams to deliver a fast, smooth go‑live. Ongoing Relationship Management Act as the main point of contact post‑onboarding. Build trust and strong working relationships with hotel operators and managers. Monitor customer health and proactively address issues before they escalated. Voice of Customer & Feedback Loops Proactively gather, track, and analyze customer feedback. Identify patterns, surface pain points, and advocate for customer needs internally. Collaborate with Product and Engineering to prioritize improvements based on feedback. Process Development & Internal Collaboration Help document and improve scalable customer success playbooks. Work cross‑functionally to ensure alignment across Sales, Product, Support, and Marketing. Develop new initiatives and support programs to improve retention and satisfaction. Retention & Growth Ensure customers understand the full value of Sadie and how to use all relevant features. Identify upsell opportunities or new integrations that add value. Support expansion and referrals within multi‑location groups. What You Bring 3+ years of experience in customer success, account management, or hospitality tech role. Previous experience as a front‑desk hotelier or manager. Highly organized, empathetic, and customer‑obsessed. Love building relationships and solving problems. Strong written and verbal communication skills. Comfortable working in fast‑moving environments with competing priorities. #J-18808-Ljbffr