Customer Success Manager

Cloudbeds is the hospitality industry's fastest-growing technology provider for independent hotels, hostels, vacation rentals, and hotel groups. Our award-winning Cloudbeds Hospitality Platform is currently helping a growing clientele of 22,000+ properties in 157 countries to increase revenue, streamline operations, and deliver memorable guest experiences.

Behind the Cloudbeds platform is a growing team of 500+ employees distributed across 40+ countries speaking 30+ languages. From data architects to UX designers, integrations managers to payments experts, former hotel managers to former OTA executives, our team comprises the brightest minds in technology and hospitality working to solve the industry’s biggest challenges.

From the beginning, we've believed that our people are our greatest asset, so we've founded the company as #RemoteFirst, #RemoteAlways with shared core values that allow our team to thrive. This means we:

- Hire the best people wherever they're located;
- Emphasize the value of results over hours put in;
- Provide flexibility in working hours and locations;
- Foster an inclusive environment that celebrates bold thinking and diverse perspectives;
- Offer open vacation policies, free LinkedIn Learning, and other benefits that promote well-being and professional development.

Together we're on a mission to power every property in the world and to do that, we need to find the best talent in the world. That's why we're on the search for a superstar Customer Success Managers (CSM).

We’re looking for Customer Success Managers (CSM) who want to disrupt the travel industry and love to travel as much as we do. As a CSM, you will make our company motto of “more reservations, happier guests” a reality by providing strategic guidance to our customers around the world.

**_
Please submit your resume in English_**
**Location**: Brazil (Remote)
**Required Shift**:11AM - 8PM UTC
**What You Will Do**:

- Understand the story of each customer in an assigned book of Cloudbeds customers with associated net dollar retention goals
- Achieve net dollar retention goals through upsells and churn reduction in order to help Cloudbeds obtain net negative churn.
- Use a consultative approach to drive product engagement, customer “stickiness”, and package growth.
- Analyze customer data to improve customer utilization and engagement
- Understand customer’s “success outcome” and work with them in order to achieve it
- Manage customer escalations related to the strategic use of Cloudbeds software
- Seek to promote the value of the product and upsell additional services and products
- Review customer complaints and concerns and seek to improve all aspects of the customer experience with the company.
- Maintain a detailed understanding of products and services, assist customers with questions and suggest the best products for their needs.
- Gather client feedback and requirements for future releases of the software
- Use training materials to keep up-to-date with the latest system updates
- Enter critical support and activity notes in Salesforce
- Update job knowledge by participating in educational opportunities; reading professional publications; maintaining personal networks; participating in professional organizations
**Key Competencies Include**:

- Exceptional ability to communicate and foster positive business relationships
- Deep understanding of customers' concerns and thoughts regarding the use of products, and the ability to troubleshoot as needed.
- Demonstrated ability to communicate, present and influence credibly and effectively at all levels of the organization.
- Ability to successfully navigate all stages of the Sales Cycle
- Ability to clearly communicate & synthesize customer details (needs, feedback, concerns, opportunities, etc.) internally to multiple departments (Sales, Support, Product, Marketing, Design).
- Proven ability to manage multiple projects at a time while paying strict attention to detail
- Excellent listening, negotiation and presentation skills
- Self-motivated and able to thrive in a results-driven environment
- Natural relationship builder with integrity, reliability and maturity
- Thrives in hyper-growth work environments
- Excellent time and project management skills; always looking to improve inefficient processes
**You’ll Succeed With**:

- 2+ years of CSM, account management or related SaaS experience
- Experience with selling, upselling and cross selling
- Experience in hospitality/tourism
- Communication skills and a positive attitude
- Problem-solving skills and emotional management
- Skill with computers and systems
- Excellent internet/wifi connection

Our company culture supports flexible working schedules with an open PTO policy and the opportunity to travel and work remotely with great people. To make it easy for our team to travel we offer 2 corporate apartment accommodations near our San Diego and Sao Paulo offices. At Cloudbeds we are dedicated